As our Technical Support Manager, you'll be the driving force behind our customer's success. You'll not only resolve complex technical issues related to our fleet management solutions, but you'll also lead and mentor a team of dedicated support specialists.
Serve as the subject matter expert for all things Cameramatics, providing guidance on software, hardware, connectivity, and integration-related issues. Support and enable the team to deliver timely, effective, and high-quality solutions for customers.
Recruit, mentor, and develop a high-performing technical support team, fostering a culture of accountability, collaboration, continuous learning, and customer excellence.
Establish, monitor, and continuously improve key performance indicators (KPIs) to ensure service level agreements (SLAs) are consistently achieved while maintaining an exceptional customer experience.
Drive process improvement initiatives by identifying inefficiencies, implementing best practices, and enhancing workflows to improve both team productivity and customer outcomes.
Act as a trusted customer advocate, building strong relationships, understanding customer challenges, and ensuring customers realise maximum value from Cameramatics products and services.
Use support metrics, trend analysis, and customer feedback to identify opportunities for improvement, inform decision-making, and enhance team performance and customer satisfaction.
Lead the resolution of complex escalations by looking beyond immediate issue resolution to identify underlying causes. Conduct root cause analysis (RCA), implement corrective actions, and drive sustainable process and product improvements to help prevent recurring issues.
Demonstrated technical expertise, ideally gained within fleet telematics, video technology solutions, SaaS, IoT, or related industries, with the ability to quickly understand and troubleshoot complex systems.
Strong knowledge of computer systems, networking principles, connectivity technologies, and structured troubleshooting methodologies, with a methodical and analytical approach to problem solving.
Proven experience leading, coaching, and developing technical teams, creating a collaborative, high-performing culture focused on continuous improvement and customer success.
A customer-first mindset with a genuine passion for delivering exceptional service, building trusted relationships, and ensuring customer issues are resolved effectively and efficiently.
Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, concise, and customer-friendly language for both technical and non-technical audiences.
Strong critical thinking and problem-solving abilities, remaining calm and focused under pressure while diagnosing issues, identifying root causes, and driving timely resolutions.
A proactive, self-motivated approach with the confidence to take ownership, navigate ambiguity, and thrive in a fast-paced, evolving environment.
Strong organisational and prioritisation skills, capable of managing multiple competing demands while maintaining a high standard of quality and attention to detail.
A continuous improvement mindset, always seeking opportunities to enhance processes, team performance, and the overall customer experience.
