4,213 Bt Group jobs in the United Kingdom
Customer Service & Technical Support Lead
Posted today
Job Viewed
Job Description
The ideal candidate will possess excellent communication, problem-solving, and leadership skills, with a passion for delivering exceptional customer service. You will be responsible for training and mentoring your team, fostering a positive and productive work environment, and driving continuous improvement in support processes. Experience in managing support tickets, resolving complex technical queries, and implementing customer service best practices is highly valued. If you are a motivated individual with a proven track record in customer support management and a desire to contribute to a dynamic company, we encourage you to apply. You will play a key role in maintaining customer satisfaction and loyalty.
Key Responsibilities:
- Lead and manage a team of customer service and technical support specialists.
- Oversee the resolution of customer inquiries and technical issues.
- Develop and implement customer support strategies and processes.
- Handle escalated customer complaints and complex technical problems.
- Create and maintain support documentation, knowledge bases, and FAQs.
- Monitor team performance metrics and ensure SLA compliance.
- Provide training and coaching to support team members.
- Analyse customer feedback and support trends to identify areas for improvement.
- Collaborate with other departments to resolve customer issues effectively.
- Proven experience in customer service and technical support roles, with at least 2 years in a leadership or supervisory capacity.
- Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
- Excellent troubleshooting and problem-solving skills.
- Exceptional communication, interpersonal, and customer-handling skills.
- Experience in training and mentoring teams.
- Ability to work effectively in a hybrid environment.
- Familiarity with SaaS products or similar technology solutions is a plus.
- High school diploma or equivalent; further education or certifications are advantageous.
Technical Support Lead - Customer Service
Posted 5 days ago
Job Viewed
Job Description
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues across various platforms and products.
- Lead and mentor a team of technical support representatives, providing guidance and feedback.
- Manage incoming support requests, prioritising and assigning tickets to team members.
- Develop and maintain comprehensive documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and collaborate with product development teams to implement solutions.
- Train new support staff on technical procedures, products, and customer service best practices.
- Monitor support queue performance and key metrics (e.g., response time, resolution time, customer satisfaction).
- Escalate unresolved technical issues to appropriate internal teams (e.g., engineering, development).
- Ensure timely and effective resolution of all customer inquiries and technical problems.
- Contribute to the continuous improvement of support processes and tools.
- Handle customer escalations with professionalism and empathy.
- Conduct regular team meetings to discuss performance, challenges, and updates.
- Stay up-to-date with product knowledge and industry best practices.
- Assist in the development and implementation of customer support policies and procedures.
- Champion a customer-centric approach within the support team.
Qualifications:
- Minimum of 3-5 years of experience in technical support or IT helpdesk roles, with at least 1-2 years in a lead or supervisory capacity.
- Strong technical understanding of software, hardware, and network troubleshooting.
- Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
- Excellent problem-solving, analytical, and diagnostic skills.
- Demonstrated leadership and team management abilities.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to explain technical concepts clearly to both technical and non-technical audiences.
- Experience in developing training materials and knowledge base content.
- Ability to work effectively in a hybrid environment, balancing remote and office-based work.
- A degree in Computer Science, IT, or a related field, or equivalent practical experience.
This role offers the best of both worlds: the collaborative environment of the office and the flexibility of remote work, enabling you to deliver exceptional support.
Customer Service Manager - Technical Support
Posted 6 days ago
Job Viewed
Job Description
Responsibilities:
- Manage and lead a team of technical support specialists, providing coaching, training, and performance management.
- Oversee the daily operations of the customer service department, ensuring efficient ticket management and timely issue resolution.
- Develop and implement customer service policies, procedures, and standards to enhance service quality.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
- Act as an escalation point for complex technical issues, providing advanced troubleshooting and support.
- Collaborate with product development and engineering teams to address customer feedback and identify product improvements.
- Ensure comprehensive and up-to-date documentation of support processes and solutions.
- Foster a customer-centric culture within the support team, promoting empathy and professionalism.
- Manage staffing levels, scheduling, and resource allocation to meet service demands.
- Identify training needs for the support team and develop relevant training programs.
- Stay abreast of product updates, industry trends, and best practices in technical support.
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Minimum of 5 years of experience in technical customer support, with at least 2 years in a management or team lead role.
- Proven experience managing remote teams.
- Strong understanding of technical troubleshooting methodologies and customer support best practices.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency with customer relationship management (CRM) and helpdesk software (e.g., Zendesk, ServiceNow).
- Ability to analyse data and generate reports on customer service performance.
- Strong problem-solving skills and the ability to remain calm under pressure.
- A passion for technology and delivering outstanding customer experiences.
Customer Service & Technical Support Specialist
Posted 7 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues related to software, hardware, and services.
- Provide clear and concise solutions to customer problems, escalating complex issues when necessary.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Maintain a high level of product knowledge and stay updated on new features and updates.
- Assist customers with account management, billing inquiries, and general product usage.
- Identify recurring issues and provide feedback to the product development team for potential improvements.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Build rapport with customers, fostering loyalty and satisfaction.
- Meet and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
- Collaborate with internal teams to ensure seamless customer support.
- Previous experience in a customer service or technical support role is essential.
- Strong technical aptitude and ability to understand and explain technical concepts.
- Excellent communication, active listening, and problem-solving skills.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Experience with (Specify relevant software/product type, e.g., SaaS platforms, hardware diagnostics) is a plus.
- High school diploma or equivalent; further education or certifications are advantageous.
- A genuine passion for helping people and resolving issues.
Customer Service & Technical Support Specialist
Posted 8 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues with software applications, identifying root causes.
- Guide customers through product setup, configuration, and usage.
- Escalate complex technical issues to relevant internal teams (e.g., development, engineering) when necessary.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain a deep understanding of the company's software products and services.
- Contribute to the creation and improvement of support documentation, FAQs, and knowledge base articles.
- Identify opportunities to enhance the customer experience and product usability.
- Provide feedback to product development teams based on customer insights and trends.
- Meet or exceed key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.
Required Qualifications and Skills:
- Proven experience in a customer service or technical support role, preferably within the software or tech industry.
- Strong understanding of common software applications and operating systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency with helpdesk and CRM software (e.g., Zendesk, Salesforce).
- A patient, empathetic, and customer-focused attitude.
- Strong analytical and problem-solving skills with meticulous attention to detail.
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
- Team player with the ability to work independently and collaboratively in a hybrid setting.
- A genuine interest in technology and a willingness to learn new products.
- Flexibility to work shifts as required, including potential evenings or weekends, to cover service hours.
This role provides a fantastic opportunity to grow your career in technical support with a forward-thinking company based in Glasgow . You will receive comprehensive training and support, along with a competitive salary and benefits package. Become a vital part of our client's success by delivering outstanding customer experiences.
Customer Service & Technical Support Specialist
Posted 8 days ago
Job Viewed
Job Description
Key Responsibilities:
- Provide first-line technical support to customers via email, chat, and phone.
- Troubleshoot and resolve software application issues, identifying root causes.
- Guide customers through product features, functionalities, and best practices.
- Manage and prioritize incoming support tickets, ensuring timely resolution.
- Escalate complex technical problems to appropriate internal teams (e.g., Development, QA).
- Contribute to the creation and maintenance of the customer knowledge base and FAQ documentation.
- Gather customer feedback and relay insights to product development teams.
- Ensure a high level of customer satisfaction through proactive and effective support.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Stay up-to-date with product updates, new features, and technical documentation.
- Proven experience in a customer service or technical support role, preferably in the software industry.
- Strong understanding of software applications and IT troubleshooting techniques.
- Excellent verbal and written communication skills, with the ability to articulate technical information clearly.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work independently and manage time effectively in a remote environment.
- Patient, empathetic, and customer-centric approach.
- Strong problem-solving and analytical skills.
- Experience with SaaS products is highly desirable.
- Familiarity with (Specific software/tools relevant to the fictional client) is a plus.
- A proactive attitude towards learning and continuous improvement.
Customer Service & Technical Support Specialist
Posted 12 days ago
Job Viewed
Job Description
Key Responsibilities:
- Provide first-line technical support to customers via multiple channels, including email, live chat, and phone.
- Troubleshoot and diagnose software and hardware issues, guiding users through step-by-step solutions.
- Escalate complex issues to senior technical teams when necessary, ensuring clear documentation and follow-up.
- Maintain a deep understanding of our product suite, including features, functionalities, and common user issues.
- Document customer interactions, technical issues, and resolutions accurately within the support ticketing system.
- Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to the product development and quality assurance teams.
- Proactively engage with customers to ensure their needs are met and their experience is positive.
- Adhere to service level agreements (SLAs) and maintain high standards of customer service.
- Participate in team meetings and training sessions to enhance product knowledge and support skills.
- Proven experience in a customer service or technical support role, preferably within the technology sector.
- Strong understanding of common software and hardware troubleshooting techniques.
- Excellent communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric approach.
- Proficiency in using support ticketing systems (e.g., Zendesk, Intercom) and CRM software.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A proactive learner with a keen interest in technology.
- Ability to work independently and as part of a remote team.
- Basic understanding of networking concepts is a plus.
Be The First To Know
About the latest Bt group Jobs in United Kingdom !
Customer Service Representative - Technical Support
Posted 14 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and resolve technical issues related to our software, hardware, and online platforms.
- Guide customers through troubleshooting steps, providing clear and concise instructions.
- Escalate complex technical issues to the appropriate internal teams when necessary.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Maintain a high level of product knowledge to effectively address customer questions and concerns.
- Identify recurring customer issues and provide feedback to the product development team for potential improvements.
- Contribute to the development and maintenance of a comprehensive knowledge base of FAQs and troubleshooting guides.
- Proactively identify opportunities to improve the customer experience and service delivery.
- Meet or exceed key performance indicators for customer satisfaction, response times, and resolution rates.
- Proven experience in a customer service or technical support role.
- Strong understanding of common technical issues and troubleshooting methodologies.
- Excellent verbal and written communication skills, with a clear and confident tone.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a busy environment.
- Experience with (mention specific software/products relevant to the fictional company, e.g., SaaS platforms, specific hardware) is a plus.
- A strong desire to learn and adapt to new technologies and products.
- Ability to work effectively as part of a team.
- High school diploma or equivalent required; further education or certifications are advantageous.
Customer Service & Technical Support Specialist
Posted 14 days ago
Job Viewed
Job Description
In this role, you will be the first point of contact for customers seeking assistance with our products and services. You will handle inquiries via phone, email, and chat, providing timely and accurate solutions to technical issues and general customer service queries. A key aspect of this role involves diagnosing technical problems, guiding customers through troubleshooting steps, and escalating complex issues to the appropriate internal teams when necessary. Building strong customer relationships and ensuring a positive support experience are paramount.
Key responsibilities include:
- Responding to customer inquiries and resolving issues via phone, email, and live chat.
- Providing first-line technical support for our product suite, diagnosing and troubleshooting common problems.
- Guiding customers through setup, usage, and maintenance of our products.
- Escalating unresolved technical issues to senior support staff or relevant departments, providing clear documentation.
- Maintaining detailed records of customer interactions and resolutions in our CRM system.
- Educating customers on product features and best practices.
- Identifying trends in customer inquiries and reporting them to management for product improvement.
- Collaborating with sales and product development teams to enhance the customer experience.
- Achieving key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction.
- Participating in ongoing training to stay updated on product knowledge and support procedures.
- Contributing to the development of knowledge base articles and FAQs.
The ideal candidate will have at least 2 years of experience in a customer service or technical support role, preferably within the tech industry. Strong communication, active listening, and interpersonal skills are essential. You should possess excellent problem-solving abilities and a methodical approach to troubleshooting. Familiarity with CRM software and ticketing systems is required. A technical aptitude and the ability to explain complex information in a clear and concise manner are crucial. This role is based in London and requires a commitment to both remote and in-office working.
Customer Service & Technical Support Specialist
Posted 16 days ago
Job Viewed
Job Description
Your responsibilities will include troubleshooting technical issues, guiding customers through setup and usage procedures, and resolving complex problems efficiently. You will maintain detailed records of customer interactions, technical issues, and resolutions in our CRM system. Collaborating closely with the engineering and product development teams to escalate bugs and provide feedback on product improvements will be a key part of your role. You will also contribute to the development and maintenance of our knowledge base, creating helpful articles and FAQs to empower customers.
The Customer Service & Technical Support Specialist will be responsible for ensuring customer satisfaction by delivering accurate, timely, and friendly support. You will proactively identify customer needs and offer solutions that enhance their experience. The ability to explain technical concepts in a clear and understandable manner to non-technical users is essential. This role requires a commitment to continuous learning, staying up-to-date with product updates and technical advancements. You should be adaptable, capable of handling multiple inquiries simultaneously, and possess a strong sense of ownership in resolving customer issues. A passion for helping others and a commitment to excellence in customer service are paramount.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
- Minimum of 3 years of experience in customer service and technical support, preferably in a technology-related industry.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent verbal and written communication skills, with strong active listening abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to manage time effectively and prioritize tasks in a fast-paced environment.
- Strong interpersonal skills and a customer-centric approach.
- Experience with (mention specific relevant technologies/software, e.g., cloud platforms, specific software applications) is highly desirable.