Product Implementation & Support Manager

My client has embarked on a technical initiative to offer a number of bespoke digital services to its members. The varied suite of digital products comprise bespoke Content Management Systems, Membership Management Systems, Events & Ticketing, eVoting and eCommerce services amongst others.
As my client concludes its pilot exercise and builds a capability to expand its reach to all members. it is now necessary to build an internal support capability that will both project manage technical product integration and also create and manage a professional and capable internal front line technical support operation for

They are looking for a candidate to create effective operation of technical support capability Other responsibilites will include
Close liaison with commercial development teams responsible for training programmes to ensure that members are both technical and operationally ready to use new platforms post implementation.
Day to day management of first line technical support function, prioritising issues and dealing with external development / back line support teams where necessary.
Co-ordination and prioritisation of development support requests and bug fixing with development team.
Implementation and operation of customer support ticketing solution to ensure effective communication, tracking, escalation and KPI reporting for support issues & customer satisfaction.
Implementation and management of social media support tools and creation of knowledge base to ensure that critical & non critical issues can be managed appropriately.

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