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SyncNorwich - Norwich's Tech + Startup Community Message Board Jobs, Projects, Collaborations › Job: Technical Support Lead

Job: Technical Support Lead

A former member
Post #: 4
This is an excellent career progression opportunity for a customer-facing Support Analyst or Developer that's on the lookout for their next promotion.

This company serves over 8,000 businesses in the UK and processes millions of address lookup transactions every week for ecommerce websites and CRM systems. It provides data quality and validation APIs and services to some of the UK's largest organisations.

In 2015, the company became 100% employee-owned by adopting the "John Lewis" business model. Founded over thirty years ago, the company employs a team of twenty at its barn conversion headquarters in an award-winning business park just south of Norwich.

As the hands-on Technical Support Lead, you will lead the two-person team that provides remote product support to customers.

Working with the Sales Lead, your two teams will coordinate closely to ensure the company delivers the best possible experience to customers, particularly during the on-boarding stage.

The role needs a passionate and dynamic individual who can use their initiative to continuously improve the operation of the team and the quality of support provided.

Key responsibilities:

- Lead and coordinate the Technical Support team
- Troubleshoot customer support issues by telephone, email and messaging
- Ensure support issues are handled promptly and effectively
- Coordinate support issue escalations with the DevOps team when needed
- Work with our customers and suppliers to build close working relationships
- Use incident and problem management to diagnose frequently re-occurring support issues
- Enhance the operation of the team through process improvement and new support tools
- Line manage and be responsible for the personal and technical development of the team


- Excellent team and customer-facing skills - friendly, enthusiastic and professional
- Excellent spoken and written English
- Excellent awareness of web APIs
- Good front end coding skills using HTML, JavaScript and related frameworks
- Good debugging skills using browser developer tools
- Good awareness of databases
- Strong organisational skills
- Experience of using Service Desk tools


- Highly competitive salary between £23,000 and £28,000
- 8% non-contributory pension
- Company bonus scheme
- 25 days of holiday (plus extra time off between Christmas and New Year)
- Free fruit and drinks
- Free life insurance
- Free on-site parking
- Cycle to Work scheme

Interviews start from 6 November so please apply without delay.
Apply now
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