1098 Customer Service Representatives jobs in Northampton

Bedford 1-2 days a week on site (hybrid)

Our client is looking for a Customer Support Engineer, this is a fantastic opportunity for someone passionate about solving technical challenges and delivering outstanding customer service.

Our client is a market leader in customer experience technology and this role offers strong career development, predominately remote working with 1 or 2 days in the office and the chance to work with some of the most innovative tools in the industry.

Customer Support Engineer

Up to £28,000 per annum + benefits

The Role:

• Act as the first line of support for customer incidents, problems, and service requests.
li>Diagnose and troubleshoot technical issues, working across customer environments.
• Collaborate with internal resolver teams and escalate where needed to meet SLAs and KPIs.
• Provide an exceptional support experience via email, phone, and remote sessions.
• Mentor customers and help them better understand and manage their own systems.
• Deploy hotfixes, perform system upgrades, and support software rollouts.
• Maintain accurate records in the service management system.
• Participate in an on-call rota for out-of-hours support and occasional overtime for planned updates.

Experience & Skills:

• Strong technical troubleshooting experience especially within application support or similar roles.
• Confident supporting unified communications or contact centre platforms .
• Hands-on experience with Windows Server administration .
• Familiarity with telephony troubleshooting , networks, and endpoint diagnostics.
• Continuous residency in the UK for 3 or more years.

Desirable:

• A background supporting a proprietary software application.
• Experience working with unified communications solutions.
• Familiar with executing common administrative tasks on Microsoft Windows Server.
• Experienced in diagnosing telephony issues between networked endpoints.
• Role involving troubleshooting problems in collaboration with customers, B2B service desks and MSPs.

If this Customer Support Engineer role would be of interest please contact (url removed) for more information

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

Bedford 1-2 days a week on site (hybrid)

Our client is looking for a Customer Support Engineer, this is a fantastic opportunity for someone passionate about solving technical challenges and delivering outstanding customer service.

Our client is a market leader in customer experience technology and this role offers strong career development, predominately remote working with 1 or 2 days in the office and the chance to work with some of the most innovative tools in the industry.

Customer Support Engineer

Up to £28,000 per annum + benefits

The Role:

• Act as the first line of support for customer incidents, problems, and service requests.
li>Diagnose and troubleshoot technical issues, working across customer environments.
• Collaborate with internal resolver teams and escalate where needed to meet SLAs and KPIs.
• Provide an exceptional support experience via email, phone, and remote sessions.
• Mentor customers and help them better understand and manage their own systems.
• Deploy hotfixes, perform system upgrades, and support software rollouts.
• Maintain accurate records in the service management system.
• Participate in an on-call rota for out-of-hours support and occasional overtime for planned updates.

Experience & Skills:

• Strong technical troubleshooting experience especially within application support or similar roles.
• Confident supporting unified communications or contact centre platforms .
• Hands-on experience with Windows Server administration .
• Familiarity with telephony troubleshooting , networks, and endpoint diagnostics.
• Continuous residency in the UK for 3 or more years.

Desirable:

• A background supporting a proprietary software application.
• Experience working with unified communications solutions.
• Familiar with executing common administrative tasks on Microsoft Windows Server.
• Experienced in diagnosing telephony issues between networked endpoints.
• Role involving troubleshooting problems in collaboration with customers, B2B service desks and MSPs.

If this Customer Support Engineer role would be of interest please contact (url removed) for more information

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

We are currently seeking an experienced Service Coordinator to join our team in Northampton.

Reporting to the Technical Customer Support Supervisor for the UK & Ireland, you will be the first point of contact for both internal and external customers and is responsible for providing a prompt and consistently excellent service level for all UK and Ireland Technical Services customers.

In addition, the Technical Service Coordinator shall ensure that all administrative tasks linked to UK and Ireland (UKI) Technical Service activity is maintained as per the required processes

Technical Service Coordinator & Administration.

• Provide a world class response to all Technical Service activities to internal and external customers, such as: -
• Device delivery & collection
• Technical fault reporting & resource planning.
• Updating various databases with service related information.
• Maintenance of service contracts.
• Processing of parts and pricing requests.
• Managing device loan pool information.
• Administration of service related complaints.
• Responding to and proactively communicating with customers by telephone and e-mail.

General

• Proactively maintaining and extending own and others skill base and technical knowledge through personal development and training
• Establish & maintain communication & partnership with customers, team members and business contacts
• Ensure data accuracy in all aspects of work.
• Take on other roles/duties as requested by Supervisor/Manager
• Embrace and adhere with all Quality and EHS elements

Education/Experience

• Education sufficient to work in a fast paced administration environment.
• Competence in working with Microsoft office & other general administration packages.
• Experience of working in a similar environment would be an advantage.
• Desire to provide the very best service to all customers.

Computer Skills

Basic knowledge required

Microsoft Office

Functional requirements & competencies

• Communicative, customer focused
• Disciplined, independent in executing tasks, but also a strong team player
• Driven to deliver high quality service
• Comply with regulations and standards and protect Vantive's public reputation

The Company:

• Global leading technology platform that has captured 80% of it's UK target market.
• Technology that millions rely on! These guys are shaping the future of this space.
• Complex, multi‑module SaaS platform that’s fast becoming the go‑to choice in its industry.
• Rapid-growth plans, where ideas turn into global impact.

The Opportunity:

As the Customer Support Manager, you'll help to transform the support function and build a world-class team that delivers customer excellence at every touchpoint. Be prepared to demonstrate how it’s done - this is very much a ‘hands-on’ role!

This is a fantastic opportunity to take solid foundations and further train, develop, and optimise your team.

Whilst leading the day-to-day activities of this busy support team, meeting SLAs and OKRs, assessing trends, and working with wider teams, you’ll collaborate with the VP of Customer to optimise team structure, processes, and best practice, whilst championing coaching and development of your team!

The Ideal Candidate:

• 3+ years’ experience managing a customer support team within the SaaS sector.
• Experience working with more complex SaaS solutions (multi-product/module).
• Experience within EdTech or further education (either directly or as a user base).
• A genuine leadership mentality: someone who can inspire from the front and develop the team around them.
• An ‘outside the box’ thinker! We are seeking someone who brings new ideas and the confidence to execute them.
• Excellent problem-solving, communication, and conflict-resolution skills.
• The ability to use metrics to drive performance and decision-making. Any experience with AI solutions is beneficial.
• Experience with ITIL or similar frameworks is advantageous.
• Experience and proficiency with SQL.

The Package:

• A base salary up to £60,000, plus bonus.
• 25 days’ holiday, plus bank holidays, plus wellbeing/charity days.
• Hybrid working (3x days in the MK office)
• Enhanced pension, maternity/paternity, and sick pay.
• And more!

ABR Talent are specialist recruitment partners supporting start-up and scale-up SaaS businesses with ‘growth engine’ roles such as Customer Success, Sales, Account Management, and Support. If you are looking to progress your career in this space, get in touch!

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues, escalating complex problems to appropriate departments when necessary.
• Provide clear and concise solutions and guidance to customers, ensuring their satisfaction.
• Maintain accurate records of customer interactions and transactions.
• Identify trends in customer inquiries and feedback, suggesting improvements to products and services.
• Assist in training and mentoring junior support team members.
• Contribute to the development and maintenance of customer support documentation and FAQs.
• Proactively engage with customers to gather feedback and identify opportunities for upselling or cross-selling relevant services.
• Collaborate with cross-functional teams to ensure a seamless customer journey.
• Adhere to all company policies and procedures, including data privacy and security protocols.
• Strive to exceed customer expectations and build long-lasting relationships.
• Participate in team meetings and contribute to a collaborative and supportive work environment.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of technical support principles and practices.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• A proactive approach to identifying and resolving issues.
• Ability to work independently and as part of a team.
• Experience in the (Industry of the Client) sector is a strong advantage.
• Commitment to continuous learning and professional development.
• A dedicated home office setup with reliable high-speed internet is essential for this role.

• Provide expert-level support to customers via multiple communication channels (email, chat, phone).
• Troubleshoot and resolve technical and account-related issues efficiently and effectively.
• Escalate complex problems to tier 2 support or relevant departments with detailed documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Proactively engage with customers to ensure their satisfaction and successful use of the product.
• Train and mentor junior support team members.

• Minimum of 3 years of experience in a customer support or technical support role.
• Proven ability to handle complex customer inquiries and troubleshoot technical issues.
• Excellent written and verbal communication skills, with a clear and concise communication style.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
• Strong understanding of SaaS products and the ability to quickly learn new technologies.
• High level of empathy, patience, and a customer-centric attitude.
• Ability to work independently, manage time effectively, and meet performance metrics in a remote environment.
• Experience in a senior or lead support role is a strong advantage.