Geospatial Technical Support Manager

Location

Liverpool office-based, 5 days per week (with flexibility to attend other company or customer locations as required).

Responsibilities

Technical Support Leadership & Customer Service

• Lead the Technical Support Team to ensure incoming customer enquiries are responded to quickly and resolved efficiently
• Monitor the age, allocation and quality of support tickets, with particular focus on high-value and strategic customers
• Ensure clear, accurate and complete ticket records are maintained in HappyFox, including troubleshooting steps and outcomes
• Support the team in handling escalations and complex technical queries when required
• Maintain high standards of customer communication, ensuring solutions are clear, practical and professional

Process, Systems & Reporting

• Ensure customer contact details are checked and updated in Pipedrive CRM
• Track recurring i...