Technical Support Team Leader

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.

About YOU :

The Team Lead's primary role will be to lead a team of high performing Support Specialists to drive best-in-class customer satisfaction during project building and / or troubleshooting of the Paytronix platform. The Team Lead will monitor the team's progress towards meeting department and company goals and will be responsible for performing the day-to-day supervisory duties.

A self-directed, confident person who can work without a great deal of structure or supervision. The Team Lead role is fitting for a detail-oriented, technically minded leader with great communication and coaching skills and a desire to pursue a career in Management.

In this role, you are a mentor for our Support Specialists (Configuration Specialist or Technical Support Specialist). You are responsible for guiding them through training and supporting them in a hands-on way as they build their expertise. In addition, you are an escalation point for them for difficult technical or customer communication challenges. You will also drive your own client-facing case / projects, but you will primarily provide support for your teammates. You will consult with groups across Paytronix in a highly collaborative team environment.

Day to day, you will :

• Execute all related policies, practices, and direction from the Director of Customer Support.
• Lead and train a team of Support Specialists to triage, diagnose, and resolve all designated inbound customer inquiries regarding the use of their Paytronix platform.
• Monitor phone and case queue(s).
• Perform open case reviews to evaluate the performance of the team by assessing quality and quantity of work.
• Ensure responses to support cases are documented in Salesforce, responded to, and resolved quickly, effectively and within prescribed SLAs.
• Raise internal awareness and advocate on key themes, gaps in customer experience, and product deficiencies resulting from case reviews.
• Follow-up on low Transactional Net Promoter Score (tNPS) to help facilitate ways we can improve our customer satisfaction.
• Conduct regular 1 : 1 coaching sessions with each member of the team on both performance and skills development.
• Manage daily logistics for the team, including schedules and potentially the approval of vacation requests.
• Organize and facilitate daily team meetings with a focus on unassigned case assignments.
• Handle customer escalations that originate from the team and use them as coaching opportunities to further develop the team's skillset.
• Assist Director of Customer Support with writing and conducting performance reviews.
• Champion case-deflection tactics to reduce inbound customer inquiries while increasing customer self-service resources.
• Document technical processes & procedures, develop and review content for the customer knowledge base and internal Confluence site.
• Collaborate with other departments and leaders within Paytronix.

Your skills and experiences might also include :

What does Access offer you?

At Access we're all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you. You might just be whom we are looking for.

We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun

What's holding you back? Come and be part of our Amazing Access Family