47 1st Line And 2nd Line Support Engineer jobs in Northwich

Are you passionate about providing outstanding customer service? Do you thrive in a fast-paced, supportive environment where every conversation counts? If so, we want to hear from you.

We're recruiting on behalf of our client for enthusiastic and driven individuals to join their Web Help Team -a dedicated customer support function providing help, guidance, and first-class service to a loyal customer base.

What You'll Be Doing:

• Handling inbound customer queries via phone, email, and live chat
• Offering empathetic, accurate, and timely solutions to a wide range of queries
• Logging interactions and updating customer records with precision
• Working closely with internal departments to resolve more complex issues
• Maintaining professionalism, confidentiality, and compliance at all times

What We're Looking For:

• Excellent communication skills-both verbal and written
• A calm and patient manner with strong problem-solving abilities
• Ability to multitask and stay organised in a busy environment
• Previous customer service experience (contact centre or office-based preferred)
• A flexible attitude to work varying shift patterns

Shifts & Location:

• Office-based role in Warrington
• Full-time, 40 hours per week
• Rotating shift pattern , including some evenings and weekends

What's in It for You:

• Competitive hourly rate of 12.87
• Full training and ongoing support
• A friendly and inclusive team culture
• Opportunities for development and progression

Ready to bring your best self to a team that makes a difference? Apply today and start your next chapter in customer care!

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Are you an experienced Customer Support Advisor, who is looking to work in a fast paced, global, market leading company?

We’ve an exciting new opportunity for an experienced Customer Support Advisor to join our Global Customer Support Team in Oldham, Greater Manchester.

You’ll be responsible for providing excellent first line support to our UK-wide and European customers troubleshooting a broad range of technical matters. As a natural problem solver, you’ll be required to learn and advise on mechanical, electrical and software installations and issues.

As a Customer Support Advisor, you will have the following responsibilities:

• Providing excellent customer service and technical support to new and existing customers relating to our cash validation and print products and services.
li>Gaining knowledge of the entire mechanical, electronic and software product range.
• Investigation of technical faults, bugs, recurring issues and product fault trends escalating to the Customer Support Engineers where necessary.
• Working to tight deadlines, whilst managing multiple tasks simultaneously and ensuring quality is consistently high.
• Supporting an international customer base
• Taking accountability for systems infrastructure, that it is up to date and fit for purpose, and to ensure smooth processing of datasets, minimising backlog of jobs.
• Managing stakeholder expectations regarding product/shipment availability and quality.

Qualifications, Skills & Experience required to become our Customer Support Advisor :

• Significant hands-on commercial experience in a customer-facing role, ideally within a technical support environment.
• A relevant vocational course certification, or equivalent practical experience in a similar position.
• A proven analytical and creative approach to identifying and resolving technical issues and capable of explaining technical information clearly and concisely to diverse customers.
• Excellent verbal and written communication skills
• Highly organised with excellent attention to detail, capable of managing documentation and processes efficiently
• To work effectively to deadlines, manage multiple tasks simultaneously, and consistently deliver high-quality support.
• A proactive and adaptable team player committed to customer satisfaction.

Package & Perks you will receive as our Customer Support Advisor:

• A competitive salary
• Flexible working hours
• 32 days holiday, (including public Holidays) plus the opportunity to earn up to an extra 13 days holiday each year
Enhanced maternity/paternity/adoption leave & pay
• Enhanced Pension Contribution
• Healthcare Insurance (including dental)
• Wellbeing support
• Life Insurance
• Income Protection Insurance
• Educational Sponsorship
• Electric Car Scheme   
< i>Free secure parking
• Onsite electric car charging points
• Staff car workshop     
Free onsite modern gym
• Cycle to Work Scheme
• Informal dress code     
Paid breaks, with free hot premium drinks

We're innovative.

Trading for over 30 years here at Innovative Technology, where we have offices on five continents & employ around 400 people, with almost 200 based from our state-of-the-art R&D hub & global head office in Oldham, Manchester.

From self-service checkouts to arcade machines, we provide our retail, banking, kiosk, vending, gaming and amusement customers with products and services that help them securely accept automated payments, with our industry-leading technology keeping us at the forefront of our sector. We also provide facial analysis technology for age estimation & control access for some of the world’s leading companies.

By being true to our values of Innovation, Collaboration, Respect and Drive we’ve driven significant growth and won numerous domestic & international awards. We offer outstanding career opportunities and great benefits whilst being true to our values. You’ll find us on the edge of the Pennines and less than half an hour from central Manchester, with modern offices, free parking and excellent transport links.

We are a disability-confident employer, as such we will shortlist all candidates meeting our minimum criteria (as specified in the job description) who state they have a disability within their application.

What’s next?

If you are looking for an exciting opportunity, we want to hear from you. Tell us about yourself in our online application form!

Customer Support Advisor - Altrincham – Hybrid

Hybrid Working – 4 days in the office, 1 day working from home after passing your 3-month probation

£25,400 + Benefits

Join a Fast-Growing B Corp SaaS Business as a Customer Support Advisor

Looking for a role where you can make a real impact in a growing, purpose driven company?

Want to be part of a team where your voice is heard and your ideas matter?

Ready to grow your career while making a positive difference for customers and the planet?

What’s in it for you?

• 25 days annual leave + 1 extra day for your birthday off + options to buy an additional 3 days per year after passing probation.
• Career development and progression opportunities in a scaling SaaS business.
• Enhanced Maternity and Paternity Leave.
• Medical Health Cash Plan.
• A flexible, supportive working environment that promotes work life balance.
• The chance to be part of a certified B Corporation, committed to making a positive impact for people, customers and the planet.
• Regular team socials and an inclusive, collaborative culture.

We’re on the lookout for a proactive and personable Customer Support Advisor to join a certified B Corp SaaS business that’s leading the way in innovation and customer experience. This is a fantastic opportunity to be part of a value led organisation where your contribution is genuinely recognised with plenty of room to grow your career.

You will be a joining an existing team a small team of customer centric Customer Service Advisors. You will be supporting with customers inquiries post sale, onboarding and offering continuous high levels of service. This could include raising any customer tickets and seeing the customer enquiry through to completion.

What You’ll Be Doing as a Customer Support Advisor:

• Acting as the first point of contact for customers, delivering friendly and professional support via phone and email.
• Managing customer queries end-to-end, ensuring timely resolutions and effective follow ups.
• Building great relationships with clients, keeping them informed and ensuring a positive experience throughout.
• Working closely with internal teams to continuously improve the customer journey.
• Identifying common trends in customer queries and suggesting improvements to products or processes.
• Staying informed about company products, services, and systems to provide the best possible support.

You’ll be a great fit if you:

• Have a positive, problem solving mindset and a friendly approach to customer service.
• Enjoy working in a fast paced environment, able to adapt to shifting priorities.
• Communicate confidently and clearly, both verbally and in writing.
• Are organised, with a strong attention to detail and a commitment to quality.
• Thrive as part of a team and are keen to learn and develop.
• Ideally you will have worked within a Customer Services, Contact Centre or in an environment where you have to offer high levels of Customer Support on a daily basis including communication channels like the phone and email.
• Bring experience in a similar customer service or advisor role or relevant transferable skills with the right attitude.

This is a 1 stage process, so if interested APPLY NOW or email for immediate consideration…

Customer Support Advisor - Altrincham – Hybrid

Customer Support Consultant - August/September start

Sale, Manchester

Up to £24k Permanent Full Time 36 hours per week plus amazing benefits, 4pm finish on Fridays.

Career Growth: Benefit from superb potential for career development in technical or customer-focused specialisms, with ongoing CPD opportunities. Hybrid Working: We work a 36 hour week and enjoy a flexible work arrangement with 2 days worki.

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Are you organised with a sharp eye for detail? Do you thrive in a fast-paced environment where your admin skills make a real impact? If so, we want you on our team!

We're looking for a Customer Support Coordinator to join our team for a fixed term period of 9 months to cover maternity leave. This role plays an integral part of our post-completion process keeping our projects professional, and prob.

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What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Customer Support Specialist, you'll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo!

We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill-set and experience. We work in cross-functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day-to-day basis as well as the wider organisation.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here's what you will be doing:

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
• Be the first port of call for customer complaints and concerns to make sure that they're treated fairly
• Show proactiveness and ownership skills to solve customer problems
• Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
• Identify customers who might be vulnerable and ensure we support them when needed
• Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Understand, prioritise and escalate customers' feedback and feature requests to the product team
• Support other members in the Operations team by being a point of contact and mentoring new joiners

Requirements

We’re looking for someone who:

• Has front line or back office banking experience
• Has experience in customer service in the financial services industry
• Is interested in how technology can improve people's lives
• Enjoys the startup environment
• Is customer focused
• Has a high level of organisation
• Has excellent written and verbal communication skills
• Has a high level of empathy and the ability to connect with other people

Benefits

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6 am to 10 pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.

Head of Customer Support

B2B SaaS - PropTech

Location: Hybrid – London Bridge or Manchester

Contract Type: Permanent

Salary: £55,000 - £65,000 depending on experience

• Join a mission-driven company digitalising the property industry across Europe
• Lead and scale support operations in a high-growth SaaS environment
• Collaborate with cross-functional teams to deliver seamless customer experiences
• Enjoy a comprehensive benefits package and a commitment to work-life balance
• Be part of a passionate, diverse team dedicated to driving sustainability through technology

Our client, a trusted provider of SaaS solutions for the property industry, is seeking an experienced Head of Customer Support to lead their combined L1/L2 Support team.

The Company

With a presence in six European regions, our client serves over 13,000 customers and 18 million units. They are dedicated to connecting people, process, and property through innovative digital solutions. The company's mission is to help customers effectively manage and sustain properties while delivering superior digital experiences. They are committed to promoting a sustainable future, focusing on environmental, economic, and social dimensions, and leveraging technology to enable affordable housing and energy efficiency.

The Role

As the Head of Customer Support, you will play a pivotal role in driving a high-performance culture focused on response times, customer satisfaction, and first-contact resolution. You will collaborate with the Development team to manage escalations and problem resolution, while owning support operations, including ticketing tools, SLAs, processes, and reporting. This position is crucial in ensuring a seamless customer experience and fostering long-term relationships.

What you'll do

• Lead and manage the combined L1/L2 Support team across multiple products
• Drive a high-performance culture focused on response times, customer satisfaction, and first-contact resolution
• Collaborate with the Development team to manage L3 escalations and problem resolution
• Own support operations, including ticketing tools, SLAs, processes, and reporting
• Implement and maintain a self-serve knowledge base and customer help content
• Analyse trends to improve product stability and reduce repeat issues
• Partner with Product, CS, and Professional Services teams to ensure a seamless customer experience
• Develop onboarding, training, and quality monitoring for support team members
• Build and maintain business continuity and succession planning as the business grows

What you'll have

• Proven leadership experience in a SaaS and technical support environment
• Experience with Zendesk, Salesforce Service Cloud, or similar ticketing platforms
• Experience building and scaling support operations in high-growth environments
• Operationally driven with experience managing KPIs and support tooling
• Strong customer empathy and communication skills
• Experience managing cross-functional relationships with Development and Product teams
• Analytical mindset with the ability to identify patterns and drive improvements
• Willing to manage hybrid teams in London and Manchester (if required)

Benefits

• 25 days of annual leave + public holidays
• 5% matching employer pension contribution
• Private healthcare cover and cash plan
• Employee Assistance Programme
• Life Assurance (4x base salary)
• Enhanced parental leave

Alongside a comprehensive benefits package, you'll be part of a passionate team driven by a shared mission to digitalise the property industry. Our client fosters a collaborative, inclusive culture that values work-life balance and invests in the growth and development of their employees.