Customer Support Analyst

London, London RELX INC

Posted 19 days ago

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About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, the TeamWe're a collaborative and welcoming team with diverse backgrounds, cultures, and experiences. We value mutual support, continuous learning, and knowledge sharing.
About the RoleAs a Customer Support Specialist, you'll provide post-sales technical assistance to customers. This includes installation, troubleshooting, issue resolution, and maintenance of our products and services. You'll work independently and contribute to improving support processes and customer experience.
Responsibilities
+ Investigate and resolve technical issues using data analysis and log file review
+ Reproduce customer issues in test environments and escalate when needed
+ Provide support via phone and digital channels
+ Advocate for customer needs during product development
+ Share knowledge and support colleagues across the team
Requirements
+ Working knowledge of IT systems (e.g. databases, Windows, Linux)
+ Curiosity and a proactive approach to learning new technologies
+ Experience in technical support is helpful but not required
+ Clear communication skills and a collaborative mindset
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
+ Generous holiday allowance with the option to buy additional days
+ Health screening, eye care vouchers and private medical benefits
+ Wellbeing programs
+ Access to a competitive contributory pension scheme
+ Save As You Earn share option scheme
+ Travel Season ticket loan
+ Electric Vehicle Scheme
+ Optional Dental Insurance
+ Maternity, paternity and shared parental leave
+ Employee Assistance Programme
+ Access to emergency care for both the elderly and children
+ RECARES days, giving you time to support the charities and causes that matter to you
+ Access to employee resource groups with dedicated time to volunteer
+ Access to extensive learning and development resources
+ Access to employee discounts scheme via Perks at Work
Learn more about the LexisNexis Risk team and how we work ( are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
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Customer Support Specialist

SW1A 0AA London, London £28000 Annually WhatJobs

Posted 6 days ago

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full-time
Our client is seeking an empathetic and efficient Customer Support Specialist to join their team in the heart of London, England, UK . This role is crucial in ensuring our customers receive exceptional service and timely resolution to their queries. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a genuine desire to help others. You will be responsible for handling inbound customer inquiries via phone, email, and live chat, providing accurate information, troubleshooting technical issues, and escalating complex problems when necessary. A key part of your role will involve documenting customer interactions and feedback accurately in our CRM system. You'll be expected to develop a deep understanding of our products and services to offer informed support. We are looking for individuals who can remain calm and professional under pressure, demonstrating excellent problem-solving abilities. This position offers the opportunity to contribute significantly to customer satisfaction and retention. You will work closely with other departments, such as sales and technical teams, to ensure a seamless customer experience. The ability to adapt to new systems and processes quickly is essential. We value individuals who are proactive, detail-oriented, and committed to continuous improvement. This role requires a strong team player who can also work autonomously. Your contributions will directly impact our brand reputation and customer loyalty. We are committed to providing a supportive work environment where you can grow your career. If you are passionate about customer service and possess the skills to excel in a fast-paced environment, we encourage you to apply.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Provide accurate product and service information to customers.
  • Troubleshoot and resolve customer issues efficiently.
  • Document all customer interactions and resolutions in the CRM system.
  • Escalate complex issues to appropriate departments when necessary.
  • Identify opportunities to improve customer service processes.
  • Gather customer feedback and relay it to relevant teams.
  • Maintain a high level of customer satisfaction.
  • Collaborate with internal teams to resolve customer issues.
  • Stay up-to-date with product knowledge and company policies.
Qualifications:
  • Previous experience in a customer service or helpdesk role.
  • Excellent verbal and written communication skills.
  • Strong listening and problem-solving abilities.
  • Proficiency in using CRM software and ticketing systems.
  • Ability to multitask and manage time effectively.
  • Patient and empathetic approach to customer interactions.
  • High school diploma or equivalent required.
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Customer Support Advisor

Wembley, London Casio Electronics Co. Limited

Posted today

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Permanent

Job Type: Full Time (35 hrs per week, Mon - Fri), Permanent Contract

Location: Hybrid Working (3 days in Head Office Wembley Park HA9, 2 days WFH)

Reports to: Service Manager, dotted line responsibility to Team Leader - Customer Services

Casio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated and dedicated Customer Support Advisor to join our Service Centre team in the UK. At Casio we pride ourselves on launching innovative designs and leading technologies to both consumer and B2B sectors. Our products span across a variety of categories including watches, calculators, musical instruments and medical devices. Our vision is to see our brands inspire users across generations.

As a Customer Support Advisor you will provide professional, efficient and friendly customer support by handling enquiries across multiple channels including telephone, email, live chat, WhatsApp and social media; maintaining Casio's service standards and promoting a positive customer experience. This is an entry level to intermediate position designed to build product and service expertise whilst contributing to team success.

Joining Casio means stepping into an environment where you can team up with passionate and talented individuals who share our vision. Our employees are at the heart of everything we do, and we are excited to share that Casio UK has recently been recognised as a Great Place To Work . This achievement is something we take great pride in, and we are committed to continuously improving our workplace culture.

Key Responsibilities & Duties:
  • Respond to customer inquiries in a prompt, courteous, and accurate manner.
  • Handle incoming communications through phone, email, and digital channels.
  • Provide information regarding Casio's products, services, warranties, and repair options.
  • Assist with Parts & Accessories inquiries, including processing orders for parts.
  • Record all interactions accurately in the CRM system (Zendesk).
  • Adhere to established processes and escalate any complex or unresolved issues.
  • Achieve performance targets related to quality, response times, and customer satisfaction.
  • Make a positive contribution to a collaborative, customer-focused team.

Requirements

  • At least one year of experience in customer service, retail, or administrative positions.
  • Outstanding verbal and written communication abilities.
  • Strong skills in active listening and interpersonal communication.
  • Effective organisational and time management capabilities.
  • Proven ability to handle multiple tasks with changing priorities.
  • Ability to remain calm, resilient, and professional when addressing customer complaints or inquiries.
  • Willingness to learn new systems, processes, and product information, and openness to feedback for personal development.
  • A positive attitude and a strong desire to grow and develop within the department.
  • A collaborative team player who enjoys supporting colleagues and contributing to the success of the team.
  • Basic familiarity with the Microsoft Office suite.
  • Previous experience with CRM systems (preferably Zendesk) is highly desirable, but not essential as comprehensive training will be provided.

Benefits

  • 25 days annual leave plus Bank Holidays
  • Paid Birthday Day Off
  • Competitive Salary
  • Fantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health Plan
  • Death In Service (4x salary)
  • Excellent non-contributory Pension Scheme, up to 14%**
  • Employee Discount, up to 50%**
  • Anytime access to personal development and training courses via LinkedIn Learning
  • Anytime access to retail discounts at 200+ retails (Reward Gateway)
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Customer Support Manager

London, London £40000 - £45000 annum Gizmo

Posted 27 days ago

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Job Description

Permanent

About Gizmo

Gizmo is an AI startup on a mission to make learning so easy that anyone can learn anything. We're building Duolingo for Anything - a platform that uses gamification and social mechanics to make learning fun and effective. With over 1 million monthly active users and $4M in annual recurring revenue, we're already one of the fastest-growing startups in the UK. Well funded with $2M in Series A backing from top investors like NFX and Ada Ventures, Gizmo has achieved 10x growth in the past year. We're now positioned to scale from 4M to 25M ARR by 2026 while expanding our market leadership into the US.

About the role

We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams. Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow.

This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback. You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product.

Responsibilities

  • Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported.
  • Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly.
  • User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions.
  • Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale.
  • Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends.

Requirements

  • You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
  • You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
  • You have experience in customer support, ideally in consumer tech 
  • You've managed support team members or are ready to build and scale a support function from the ground up
  • You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
  • You have strong problem-solving skills and can troubleshoot technical issues with non-technical users

Nice-to-haves:

  • You have some experience with database management via admin panels and making data changes to resolve user issues
  • You've worked in high-growth consumer tech companies and understand the unique challenges of scaling support
  • You've built support processes from scratch and scaled support teams in fast-growing companies

Benefits

  • Meaningful equity included - you’ll own a piece of what you’re building 
  • Hybrid working model with 4 days in our Shoreditch office.
  • Private health insurance
  • The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups
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Remote Customer Support Specialist

EC1A 1BB London, London £25000 Annually WhatJobs

Posted 1 day ago

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full-time
Are you passionate about helping others and possess exceptional communication skills? Our client is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote team. This role is critical in ensuring our customers receive outstanding service and support. You will be the first point of contact for customer inquiries, providing timely and effective solutions through various communication channels.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
  • Troubleshoot and resolve customer issues, product questions, and technical difficulties efficiently.
  • Provide accurate information about products, services, and company policies.
  • Escalate complex issues to appropriate departments or senior support staff when necessary.
  • Document all customer interactions, issues, and resolutions in the CRM system.
  • Identify opportunities to improve customer experience and provide feedback to the relevant teams.
  • Maintain a high level of product knowledge and stay updated on company offerings.
  • Adhere to service level agreements (SLAs) and quality standards.
  • Contribute to a positive and collaborative remote team environment.

Qualifications:
  • Proven experience in a customer service or support role.
  • Excellent verbal and written communication skills, with a clear and concise phone etiquette.
  • Strong active listening and problem-solving abilities.
  • Patience, empathy, and a customer-centric attitude.
  • Proficiency with CRM software and helpdesk ticketing systems.
  • Ability to multitask and manage time effectively in a remote setting.
  • High school diploma or equivalent; further education or relevant certifications are a plus.
  • Comfortable working independently with minimal supervision.
  • Access to a reliable internet connection and a suitable home office setup.

This is a fantastic opportunity to be part of a growing company that values its employees and prioritizes customer satisfaction. As a fully remote position, you'll enjoy the flexibility to work from home while contributing to a vital aspect of our business. Our client is committed to professional development and offers ample opportunities for growth within the customer support field. Join us in delivering exceptional service to our valued customers. The role is based remotely, servicing clients connected to London, England, UK .
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Senior Customer Support Specialist

SW1A 0AA London, London £32000 Annually WhatJobs

Posted 1 day ago

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full-time
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their fully remote, global support team. This role is crucial for providing exceptional assistance to our clients, resolving complex technical issues, and ensuring a positive customer experience. You will be a point of escalation for challenging customer inquiries, providing expert guidance and solutions. This is a fully remote position, enabling you to deliver world-class support from the comfort of your home, regardless of your specific location within the UK.

Responsibilities:
  • Provide high-level technical support and customer service via multiple channels, including email, chat, and phone.
  • Troubleshoot and resolve complex customer issues, identifying root causes and implementing effective solutions.
  • Serve as an escalation point for junior support staff, offering guidance and mentorship.
  • Document all customer interactions, issues, and resolutions accurately within the ticketing system.
  • Contribute to the development and maintenance of knowledge base articles and support documentation.
  • Identify recurring customer issues and collaborate with product and engineering teams to drive product improvements.
  • Proactively identify opportunities to enhance the customer experience and streamline support processes.
  • Gather customer feedback and insights to inform product development and service enhancements.
  • Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
  • Stay up-to-date with product updates, new features, and industry best practices in customer support.
Qualifications:
  • Minimum of 3 years of experience in a customer support or technical support role, with demonstrated experience handling complex issues.
  • Excellent problem-solving and troubleshooting skills.
  • Strong understanding of customer service principles and best practices.
  • Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • Proficiency with helpdesk software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
  • Ability to work independently and manage time effectively in a remote environment.
  • Empathy, patience, and a genuine desire to help customers.
  • Experience in a SaaS or technology-driven industry is highly desirable.
  • Ability to adapt to changing priorities and work under pressure.
  • Team player mentality, with a willingness to share knowledge and support colleagues.
This is an exciting opportunity to join a rapidly growing company and play a vital role in customer satisfaction. If you are a passionate customer advocate with a knack for problem-solving and thrive in a remote setting, we encourage you to apply.
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Senior Customer Support Specialist

SW1A 0AA London, London £30000 Annually WhatJobs

Posted 3 days ago

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full-time
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in London, England, UK . This role offers a hybrid work model, combining the benefits of remote flexibility with in-office collaboration. As a Senior Customer Support Specialist, you will be the primary point of contact for our clients, addressing technical issues, providing guidance, and ensuring a superior customer experience. Your responsibilities will include troubleshooting complex software problems, escalating unresolved issues to the relevant technical teams, documenting support interactions, and contributing to the knowledge base. You will also play a crucial role in training and mentoring junior support staff, identifying trends in customer inquiries to provide feedback for product improvement, and developing proactive support strategies. The ideal candidate will possess a deep understanding of customer service principles and best practices, coupled with excellent problem-solving and communication skills. A proven track record in a similar technical support role, preferably within the SaaS industry, is essential. You should be adept at managing multiple priorities, working under pressure, and maintaining a calm and professional demeanor. Proficiency in CRM systems and ticketing platforms is a must. While not essential, experience with cloud-based technologies and agile methodologies would be a significant advantage. This is an excellent opportunity to advance your career in a fast-paced and supportive environment. Join us and contribute to delivering exceptional service to a growing client base.

Key Responsibilities:
  • Provide expert-level technical support and troubleshooting for our client's software products via phone, email, and chat.
  • Resolve customer inquiries, issues, and complaints promptly and efficiently.
  • Escalate complex technical problems to engineering and product teams, providing detailed documentation.
  • Develop and maintain comprehensive knowledge base articles and FAQs.
  • Train and mentor new and existing customer support team members.
  • Analyze support trends and provide actionable insights to improve product and service.
  • Contribute to the development of customer support best practices and procedures.
  • Manage customer relationships, ensuring high levels of satisfaction and retention.
  • Collaborate with sales and account management teams to ensure seamless customer onboarding and ongoing success.
  • Participate in product testing and provide feedback on user experience.

Qualifications:
  • Minimum of 3-5 years of experience in a technical customer support or helpdesk role.
  • Strong understanding of software applications and IT systems.
  • Excellent verbal and written communication skills.
  • Exceptional problem-solving and analytical abilities.
  • Proficiency with CRM software and helpdesk ticketing systems.
  • Ability to work independently and as part of a team.
  • Experience in the SaaS industry is highly desirable.
  • Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
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Senior Customer Support Engineer

SW1A 0AA London, London £40000 Annually WhatJobs

Posted 4 days ago

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full-time
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and customer-focused Senior Customer Support Engineer to join their expanding technical support team based in London, England, UK . This role is crucial in providing exceptional technical assistance and ensuring customer satisfaction with our cutting-edge products. You will be the primary point of contact for complex technical issues, offering expert troubleshooting, guidance, and resolution. This role offers a dynamic work environment with opportunities for professional growth and the chance to work with a diverse client base.

Key responsibilities include diagnosing and resolving advanced technical problems related to our software products, providing in-depth technical support via phone, email, and chat, and documenting customer interactions and resolutions accurately in our CRM system. You will work closely with the engineering and product development teams to identify product bugs, suggest improvements, and contribute to the knowledge base. The successful candidate will be responsible for managing escalated customer issues, ensuring timely and effective resolution, and maintaining high levels of customer satisfaction. You will also play a role in training junior support staff and contributing to the development of support documentation and troubleshooting guides. Proactive customer engagement to ensure successful adoption and utilization of our products is also a key aspect of this role.

The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 4-6 years of experience in a technical support or customer service role, with a strong emphasis on software troubleshooting, is required. Excellent analytical and problem-solving skills are paramount, as is a deep understanding of operating systems, networking concepts, and common software applications. Superior communication and interpersonal skills are essential, with the ability to explain technical concepts clearly to non-technical users. Experience with CRM systems and ticketing platforms is highly desirable. Candidates should be highly organized, detail-oriented, and possess a strong commitment to providing outstanding customer service. This role is based in London , offering a hybrid work arrangement.
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Senior Customer Support Specialist

SW1A 0AA London, London £35000 Annually WhatJobs

Posted 5 days ago

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full-time
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. The successful candidate will be instrumental in providing exceptional support to a diverse customer base, ensuring prompt and effective resolution of inquiries and issues. This role involves a blend of in-office collaboration and remote flexibility, making it ideal for someone who thrives in a hybrid working environment.

Responsibilities:
  • Manage and resolve complex customer queries via phone, email, and live chat, demonstrating empathy and professionalism.
  • Act as a point of escalation for junior support agents, providing guidance and training.
  • Identify recurring customer issues and collaborate with relevant departments to implement long-term solutions.
  • Develop and maintain comprehensive knowledge base articles and FAQs.
  • Contribute to the improvement of customer support processes and workflows.
  • Monitor customer satisfaction metrics and strive to exceed performance targets.
  • Assist in onboarding and training new members of the customer support team.
  • Maintain accurate and detailed records of customer interactions and transactions.
  • Stay up-to-date with product updates and company policies to provide accurate information.
  • Participate in team meetings and contribute to a positive and productive work environment.
Qualifications:
  • Proven experience in a customer service or helpdesk role, with at least 3 years in a senior or lead capacity.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong understanding of CRM software and support ticketing systems.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Patience, empathy, and a customer-centric attitude.
  • Experience in troubleshooting technical issues is a plus.
  • Familiarity with the London, England, UK business landscape is beneficial.
This is a fantastic opportunity to join a reputable organisation and make a significant impact on customer experience. The role is based in **London, England, UK**, offering a hybrid work model. If you are passionate about delivering outstanding customer service and are looking for a challenging and rewarding role, we encourage you to apply.
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