Technical Support Manager : London : Central : Permanent :Competitive Salary + benefits

An exciting opportunity has arisen for an experienced Technical Support Manager to work in our client?s customer Services Department. The company is a world leader in the provision of medical information to doctors, researchers, health care workers and patients. They are passionate about making a difference. Their general and specialty journals, evidence-based medicine products, learning and career services combine to offer the medical community a comprehensive information support system that improves the decisions they make every day.

The role is reporting to the Customer Services Manager and you will develop the customer service desk to support all the Group?s online products. Jointly responsible for implementing a help desk management system to manage and track all user/customer issues through to resolution, including the identification of issues as requiring level 1, 2 or 3 type support. You will be responsible for providing Level 2 and some Level 3 support for products. This will involve working closely with customers and internal departments to understand the technologies used in products and services. Key contact within the customer services team for technical related queries. This will involve participating in projects/meetings to ensure that technical support activities are well defined and scoped. You will priorities outstanding level 2 technical problems and communicate them to the Technology, Editorial and Business teams. Ensure customers are kept informed of the status of outstanding queries, Be responsible for identifying technical support issues that may arise from the integration of products with third party providers or customer?s infrastructure, Work closely with internal departments in supporting all internal systems that are used by the customer services team.

These will include entitlement systems, fulfillment systems, online systems and reporting tools, Work with new or existing CRM systems such as www.salesforce.com and consider how to link and integrate such systems into the customer service and fulfillment workflows, review and audit all technical support procedures and recommend improvements and changes needed including workflow, automation and use of support tools in order to maximize efficiencies. You will have extensive technical support experience including superior problem identification and resolution skills as well as supporting customer facing sales teams. Experience of product entitlement databases and linking technology used in online products and services is required. You will have knowledge of online and offline products, preferably subscriptions, e.g. databases and journals as well as experience of authentication technology across information portals. You will have experience of integrating data content from in-house databases within customers? infrastructure. This involves knowledge of information systems architecture, networking and database integration. You must have experience of developing and implementing online CRM systems or customer databases as well as manipulation of large data sets using such tools as SQL databases. You will need to have strong analytical skills and the ability to meet agreed targets and deadlines.
Keywords - Technical, Support, Manager, London, Sales, Customer, Service, Software, Implement.

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003