SENIOR TECHNICAL SUPPORT MANAGER
About the division/department
Sage Pay is a rapidly growing business with over 35,000 customers. Over 100 million transactions are processed through the Sage Pay gateway annually and the Customer Services team receive 500,000 contacts (calls & emails) from our customers relating to these activities.
Following continued customer growth and business expansion, we have the opportunity to recruit a Senior Technical Support Manager within the Sage Pay customer service operation based in Newcastle.
About the role
The key area of responsibility for this role is to lead and motivate our support consultants who are accountable for owning escalated queries through to resolution. This role will be accountable for leading this team of people to develop the skills of our customer service advisors. This will encompass developing and deploying a range of training and support mediums, from side by side coaching through to more formal classroom based training where appropriate. The role also includes providing expert or bespoke support to our customers and the delivery of projects within agreed timescales.
You’ll manage the sharing and development of technical content which is generated through customer interactions. It will be your role to proactively identify how the sharing of this technical information will improve our customer experience, and improve business efficiencies.
This is a great opportunity to help us make Sage Pay Customer Services an even greater place to work. The decisions that you make, the tools that you produce, and the training that you provide will all help to pre-empt common support queries, enable our Customer Support Advisors to answer calls with confidence through their increased knowledge enable our customers to self serve through the knowledge based materials that we share with them.
Through analysis and communication of technical queries your role will impact other areas of the business and assist in defining product development and business process.
Skills and experience
Reporting to the Head of Customer Services you will have a managerial and technical background, commercial awareness, a strong coaching ethos and excellent communication skills.
Experience working cross-departmentally or heading projects is essential. Resilience, strong influencing skills and the ability to manage, adapt and be part of change are all characteristics of this individual.
Who we're looking for
The role requires someone who wants variety, has an exceptional people focus and a track record of delivering change projects.
Sage Pay provides support to customers 24 hours a day, 7 days a week, 365 days of the year. Your core hours will be between 8am-8pm Monday to Friday but it may be necessary to have the flexibility to work outside of normal office hours or shifts, when required.
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