Technical Support Manger

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Technical Support Manager - Canary Wharf An exciting opportunity has arisen for a Technical Support Manager to join a blue-chip company that specialises in market leading software for legal, tax & accounting, media and government sectors. In this role as a Technical Support Manager you will be provide customer support for a document assembly solution which is widely used in large law firms, FTSE corporates and academics.As a Technical Support Manager within this business you will work closely with the Services Manager. You will manage support queries to ensure that they are being handled in an appropriate manner, ensuring effectively trained and available resource to support the team in that role. You will manage rotas for weekend coverage and will act as an escalation point.You will be managing a newly formed team, so a high level of support for the team and manager will be in place to upskill and transfer knowledge around existing processes. Until the team grows to full size, the Technical Support Manager will be expected to be hands on in a player/ manager role.This role is predominantly office based during core hours to support - Monday to Friday 9.30 - 17.30 however there will be additional on call responsibilities which can be carried out remotely by the team. In instances where exceptions in the rota require the business will require management to provide weekend coverage.Major responsibilitiesEnsure that support queries are being dealt with effectively in a timely manner.Monitor the support channels and where necessary allocate work to the team.Ensure the support team are picking up an appropriate level of cases.Ensure procedures and administrative requirements of support team are being completed.Ensure the support team are trained in all aspects of responding to support queries.Investigate and implement improvements to support systems.Maintain (with the support team) internal and external knowledge resources.Report to the Services Director on a monthly basis on a set of to be agreed statistics.Manage the weekend rota and occasionally provide weekend support.Mandatory Skills & Experience Advanced understanding of the Document Automation tools and typical queries that arise from its use.Experience working with Document Automation tools or experience as a Technology Support Manager.High degree of understanding of the standard support systemsService and business orientation.Maintain a positive service attitude with the ability to understand and empathize with customer concerns.Apply individual discretion to ensure outcomes of customer satisfaction and the business' success.Essential Skills and ExperienceExperience with Document Automation SoftwareExperience working for or managing a software support teamAbility to work with virtual teams to successfully deliver projects or resolutions to escalationsUnderstanding of project management principlesGood knowledge of systems, processes and technical policies.Fully competent in troubleshooting Microsoft Office application integration technologyEducation/ Certifications2:1 degree in either a technology or legal areaBenefits25 days holidayAnnual performance bonusPension, Private Healthcare & DentalSeason loan ticketsIf you are a Technical Support Manager and are looking to develop your career within one of the largest software providers. Please contact Bronya Leavesley on or apply below!