Client Technical Support Manager
On site
Esher, United Kingdom
Full Time
12-04-2025
Job Specifications
Job Description
We are seeking a skilled and experienced individual to establish and lead LHT’s technical support function from the ground up. The successful candidate will be responsible for designing, implementing, and managing all processes, systems, and personnel required to deliver exceptional first-line technical support to our clients through accuracy, efficiency, data driven decision making and technical acumen. The Technical Support Manager (TSM) will be expected to become a subject matter expert in LHT products and the way they are implemented and used by clients. The TSM will use this knowledge to develop and execute a comprehensive strategy for building and managing a technical support function within the business. The TSM will act as the first point of contact for LHT product technical support for clients and colleagues and will be comfortable standardising and documenting complex processes, owning and delivering key initiatives and client technical support communications, ensuring a positive resolution for LHT clients.
Responsibilities
Define, create and implement new first-line technical support processes and systems:
Develop and execute a comprehensive strategy for building and managing a technical support function.
Design, document, implement and report on efficient and effective technical support processes and procedures, owning and analysing these for success.
Select, implement, maintain and report on the necessary tools and systems to enable the technical support function to operate effectively (e.g. ticketing systems and knowledge bases).
Establish and monitor KPIs and SLAs pertaining to technical support services.
Technical support analysis, processing and resolution:
Work with the Product, Development, Sales and Client Services teams to understand and document clients’ technical and operational environments to enable LHT to deliver the optimal solution set-up and service to technically onboard them within project deadlines.
Be the key technical lead and escalation point for pre-sales and onboarding activities.
Support the creation of client demonstrations, presentations, technical FAQs, training, product notes and user guides.
Collect information relating to client requirements pertaining to technical support and integration requests.
React and respond positively to day-to-day incidents and changes related to technical support and onboarding issues, owning all technical support tickets and resolving as many as possible independently whilst escalating to the appropriate team for resolution when required.
Monitor, prioritise and manage technical support ticket request queues, co-ordinating activities required by other teams to resolve issues in a timely manner.
Manage all technical support-related communications with clients to ensure all SLAs are met, liaising with clients to explore issues, request additional information and provide status updates.
Create and maintain a client technical support knowledge base, working with members of the wider team to understand which processes can be brought into the technical support function.
Analyse dashboards and technical support tickets to identify and implement process and knowledge base improvements.
Be a strong advocate of a continuous improvement ethos within the team, always evolving and improving existing technical support tasks and support request automation.
Undertake administrative tasks needed to deliver support services to clients.
Gain a basic awareness and knowledge of the wider business processes which help LHT assist its clients in delivering their business goals.
Assist with the creation of knowledge articles and internal training materials to support the business and the technical understanding of other team members.
Ensure that any risks are raised with senior management or via standard processes.
Ensure clients’ data is secure and properly managed.
Qualifications
LHT is looking for a personable, confident, credible individual with some, or all, of the following:
Strong understanding of technical support best practices, processes, and tools.
Strong problem-solving and technical troubleshooting skills and attention to detail with the ability to think strategically and execute tactically.
Good technical understanding of API, data driven and web-based platforms that support B2B sales activities integrated into real-time environments.
Experience of technically onboarding clients, configuring and troubleshooting API based integrated solutions.
Customer-centric mindset with the ability to communicate effectively with both clients and internal stakeholders at a technical and non-technical level.
Able to follow, adhere to and produce documented instructions, processes and standards.
Able to manage own workload and the expectations of stakeholders.
Confident in seeking the support of peers and management as required.
Experience with Microsoft Office, SharePoint, JIRA, Confluence and technical support ticketing systems.
Extremely competent at processing documented requests including the most complex types where analysis skills may be required.
Awareness of and proficiency in executing and adhering to department processes for which training has been provided.
Works well within a team environment, helping colleagues to achieve team goals.
Desirable
Exposure to programming languages, basic knowledge of SQL and a strong technical background including an understanding of cloud technologies.
Previous experience in a client-facing technical support role and having helped build out a technical support function and team.
Customer experience qualifications.
About Us
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.
We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
Verisk Businesses
Underwriting Solutions — provi...
About the Company
Verisk provides expert data-driven analytic insights that help business, people, and societies become stronger, more resilient, and sustainable. Since we opened our doors in 1971, we’ve been driven by a passion for using data and insights to make a difference—helping protect people, economies, society, and our planet. For more than 50 years, we’ve combined our unique data with advanced technologies in new ways to unlock meaningful insights about risk, moving forward to become a global leader in cutting-edge analytics. We’v... Know more
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