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Contact Centre Tech Support Team Leader

£28,000 to £30,000 per annum depending on experience
Full Time - Monday to Friday 37.5 hours per week

Join our Team as a Technical Support Team Leader!

Are you passionate about technology and customer service? We're excited to welcome a new Technical Support Team Leader to our Contact Centre! 

A bit about the role:

As a team leader, you'll play a crucial role within our hardworking and passionate Contact Centre. Your main focus will be on providing 2nd line technical support for Novatech's B2B customers. You'll also support our Tech Support Team and manage team ticket performance through our Freshdesk ticketing system.

The successful candidate will thrive on helping our customers with their tech queries, troubleshooting and looking to help resolve potential hardware and software issues effectively and efficiently (these will mostly be PC/server based support, hardware components/peripherals and software - typically Windows 11). The support you provide will be via a mix of communication channels, which include phone, e-mail and live chat.

Our Contact Centre is a multi-skilled team. You'll be responsible for resolving issues and finding solutions to more complex queries. You'll be working with a great team of people, with common goal in striving to deliver first class customer service. As part of the role, you'll also be responsible for managing when queries need to be escalated to our Engineering team for 3rd line support. 

The Contact Centre has lots of internal stakeholders. You'll be working closely with our Repairs and Warehouse teams as well as having lots of interaction with our Business Sales Team to make sure we constantly deliver our company values - honest, respectful, authentic, responsive, collaborative and conscientious. 

You will have the opportunity to expand your knowledge and get hands-on experience with our product ranges during your initial training period. There will also be opportunities to attend training with our partners such as Microsoft, Intel and Nvidia.

What we need from you:

Previous experience of handling B2B technical queries in a Technical Support Helpdesk role or Managed Service Provider is essential! 

A genuine passion for tech combined with solid IT technical knowledge and relevant qualifications, such as CompTIA A+ and CompTIA Server.

Our customers mean everything to us, so you will need a real passion and enthusiasm for providing an amazing customer experience, every time. 

A bit about our Contact Centre Team:

Our Contact Centre is a mix of brilliantly passionate people who share a common focus in doing the best for our customers.  The team spend a couple of days working in the office together each week, and when they do there is often treats on the go!  For the rest of the week, they work from home but still maintain close contact to keep the team buzz alive. The team is looking forward to having someone new join them!

What working at Novatech means for you:

There are lots of benefits working for us! Due to our non-corporate culture, you get a real chance to be yourself. We have a relaxed dress code, listen to music while we work and champion hybrid working whilst also maintaining weekly team office days 3 days a week. We are passionate about your wellbeing and like to have fun with our Company get-togethers and team social events. We also love doing things for others with our Community volunteering days and charity events.

We have good transport links to the office for when you come in, free staff parking and a lockable bike shed for if you drive or ride. Plus you'll get:

  • 25 days holiday plus bank holidays (with the chance to buy additional days)
  • Health plan scheme
  • Upskilling apprenticeship training
  • Cycle to work
  • Employee Assistance Programme
  • Staff discounts
  • Social and wellbeing events
  • Hybrid working (after training period)
  • A great breakout room
  • Kitchen and shower facilities

About us:

Gaming and retail are just a small part of what we do. Novatech also work heavily in the B2B sector with some of the largest and most respected names in a range industries. Whether it’s supporting businesses with their remote workforce, transforming maritime companies with life-saving training simulators or implementing practical Deep Learning systems into the businesses of tomorrow, there’s no end to the amount of fascinating and cutting-edge projects that we are involved in (some of which we can’t tell you about, yet). Pretty cool, right? Get involved and help develop the future of our business…and yourself at the same time!