Product Support Team Lead – Tier 2/3
Cherwell Software
Swindon, Wiltshire, United Kingdom
35d ago

Cherwell Software ( Cherwell) is a global leader in enterprise service management, empowering organizations through the use of intuitive technology for better, faster, and more affordable innovation.

Our solutions and our people build lasting relationships. We are a growing company with offices in the US, Europe, and Australia.

At Cherwell, the customer really is number one, and this is backed by our 98% customer satisfaction rate. We are looking for a Product Support Team Lead for our Tier 2 / 3 Analysts in our Customer Support team in Swindon, United Kingdom .

Who Will Love This Job

  • A people person : You relate well to everyone and enjoy building relationships.
  • A good listener : You practice attentive and active listening. You have the patience to hear people out.
  • A patient person : You are tolerant with people and processes. You listen and check before acting. You try to understand the people and the problem before making judgments and acting.
  • A leader : You are dedicated to enabling the success of our customers and make decisions with the customer's best interest at heart.
  • You treat all customers respectfully.

  • A problem-solver : You use your technical background and experience to solve difficult problems. You constantly look for areas of improvement and seek out solutions.
  • A coach : You will manage a diverse workload in a fast-paced environment.
  • What You'll Do

    The Product Support Team Lead is responsible for growing and leading a Support Team that establishes customer advocacy and contributes to improving service delivery.

    This includes being responsive, considerate and passionate about customer success. Discipline, focus and organizational abilities are incumbent upon this role.

    This position primarily exists to support the Cherwell Analysts who serve our customers and the role ensures that Cherwell develops and retains customers through efficient resolutions.

    The Team Lead will provide training, mentoring, and consultation to Cherwell Support Analysts. This may include working to develop required skill-

    sets and disciplinary action within the team where appropriate. This position is also responsible for assisting customers directly, ensuring their issues are responded to in a timely fashion and resolved thoroughly

    What You Should Have

  • Understanding of relational databases and ability to troubleshoot them (tuning / indexing)
  • Knowledge of, or experience with, SQL database technologies
  • Ideally knowledge of IIS installation and configuration
  • Ideally relevant ITSM experience
  • Previous experience leading and managing people
  • Why Cherwell?

  • You like working with intelligent and driven colleagues
  • You would enjoy working for a fast-growing software company
  • Opportunities to grow your career
  • Bragging rights check out our awards!
  • We’re a fun, close-knit team
  • We have a fast-paced, exciting work environment
  • We provide work-life balance benefits
  • We offer competitive benefits packages
  • Please do not include any of the following details in your CV : date of birth, marital status, nationality, racial / ethnic origin, religion or a photograph -

    none of these characteristics are relevant to the decision as to whether you have the skills and experience to perform a particular role.

    Cherwell Software, Ltd. complies with the Equality Act of 2010. We do not tolerate discrimination against any applicant on the basis of age, sex, race, disability, pregnancy, marital status, sexual orientation, gender reassignment, or religious background.

    Cherwell encourages diversity in hiring, recognizing that this enriches the work environment and that a broad variety of perspectives enhances decision-

    making and creativity. If you require accessibility assistance applying for open positions in the UK, please send an email with your request to Recruiting Cherwell.com.

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