Technical Support Manager

£competitive + benefits

Central London

Permanent

An exciting opportunity has arisen for an experienced Technical Support Manager to work in the BMJ Customer Services Department.

The BMJ Group is a world leader in the provision of medical information to doctors, researchers, health care workers and patients.  We are passionate about making a difference. 

Our general and specialty journals, evidence-based medicine products, learning and career services combine to offer the medical community a comprehensive information support system that improves the decisions they make every day.   Our advertising, sponsorship and licensing services provide our business partners with effective access to an influential audience.  The medical information that we provide inspires new ideas. In return, we are inspired to constantly look for new and better ways to make our information more useful and effective.

The Role

Reporting to the Customer Services Manager you will:

• Develop the customer service desk to support all the Group’s online products.  Jointly responsible for implementing  a help desk management system to manage and track all user/customer issues through to resolution, including the identification of issues as requiring level 1, 2 or 3 type support.
• Responsible for providing Level 2 and some Level 3 support for BMJ Group products. This will involve working closely with customers and internal departments to understand the technologies used in products and services.

• Key contact within the customer services team for technical related queries. This will involve participating in projects/meetings to ensure that technical support activities are well defined and scoped.

• To prioritise outstanding level 2 technical problems and communicate them to the Technology, Editorial and Business teams.  Ensure customers are kept informed of the status of outstanding queries.

• Responsible for identifying technical support issues that may arise from the integration of BMJ Groups products with third party providers or customer’s infrastructure.

• Work closely with internal departments in supporting all internal systems that are used by the customer services team.  These will include entitlement systems, fulfilment systems, online systems and reporting tools.

• Work with new or existing CRM systems such as www.salesforce.com and consider how to link and integrate such systems into the customer service and fulfilment workflows.

• Review and audit all technical support procedures and recommend improvements and changes needed including workflow, automation and use of support tools in order to maximize efficiencies.