3,018 Customer Support Engineer jobs in the United Kingdom

Job Title: IoT Customer Support Engineer

Company Overview: The Airedale Group are the leading market design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end-to-end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.

Job Overview: We are seeking an experienced customer service professional to join our team The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal.

Location: Weymouth, Brackley or Halesowen

Key Responsibilities:

• Handle customer queries related to IoT devices, connectivity, and software via Zendesk.
• Troubleshoot and resolve IoT-related technical issues, escalating when necessary.
• Document interactions and update knowledge base articles to assist users.
• Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution.
• Monitor IoT and kitchen appliance system performance and report on key metrics.
• Assist in customer onboarding and training on IoT system usage.
• Proactively identify any issues within the data and maintain tracking of customer issues.
• Aim to exceed customer expectations by resolving issues promptly and professionally, fostering a positive experience that drives customer loyalty.

Experience Required:

• Experience in a customer support or technical support role.
• Strong Excel user.
• Good analytical skills.
• Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous.
• Flexibility to work weekends on a shared rota.
• Proficiency with customer support tools (e.g., Zendesk).
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with the catering industry sector and commercial kitchen appliances is beneficial.

The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.

• Provide technical support to customers via phone, email, and chat.
• Diagnose and resolve software and hardware issues.
• Escalate complex issues to senior technical staff and track resolution.
• Document customer interactions, issues, and resolutions in the CRM system.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Assist in the testing of new software releases and updates.
• Gather customer feedback and report trends to product development teams.
• Collaborate with internal teams to ensure a seamless customer experience.
• Proactively identify potential customer issues and suggest preventative measures.

• Proven experience in a technical support or customer service role, preferably with an engineering or IT background.
• Strong understanding of software and hardware troubleshooting techniques.
• Excellent communication and interpersonal skills.
• Proficiency in using ticketing systems and remote support tools.
• Ability to explain technical concepts clearly to non-technical users.
• A proactive and problem-solving attitude.
• Familiarity with (Specific Software/Product - e.g., cloud platforms, networking concepts) is a plus.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.

Job Title: IoT Customer Support Engineer

Company Overview: The Airedale Group are the leading market design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end-to-end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.

Job Overview: We are seeking an experienced customer service professional to join our team The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal.

Location: Weymouth, Brackley or Halesowen

Key Responsibilities:

• Handle customer queries related to IoT devices, connectivity, and software via Zendesk.
• Troubleshoot and resolve IoT-related technical issues, escalating when necessary.
• Document interactions and update knowledge base articles to assist users.
• Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution.
• Monitor IoT and kitchen appliance system performance and report on key metrics.
• Assist in customer onboarding and training on IoT system usage.
• Proactively identify any issues within the data and maintain tracking of customer issues.
• Aim to exceed customer expectations by resolving issues promptly and professionally, fostering a positive experience that drives customer loyalty.

Experience Required:

• Experience in a customer support or technical support role.
• Strong Excel user.
• Good analytical skills.
• Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous.
• Flexibility to work weekends on a shared rota.
• Proficiency with customer support tools (e.g., Zendesk).
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with the catering industry sector and commercial kitchen appliances is beneficial.

The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.

• Lead and mentor a team of customer support specialists, fostering a collaborative and high-performance environment.
• Provide expert-level technical assistance and troubleshooting for customer inquiries via phone, email, and chat.
• Investigate and resolve complex technical issues, escalating to engineering teams when necessary.
• Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
• Identify recurring customer issues and provide feedback to product development teams for improvement.
• Monitor support ticket queues and ensure timely resolution of customer requests.
• Train new support team members on products, procedures, and best practices.
• Analyse support metrics and identify trends to improve service delivery.
• Contribute to the development and implementation of customer support strategies.
• Ensure high levels of customer satisfaction through proactive and efficient support.

• Proven experience in a customer support or technical helpdesk role, with at least 3 years in a lead or supervisory capacity.
• Strong understanding of technical troubleshooting principles for software and hardware.
• Excellent problem-solving and analytical skills.
• Exceptional interpersonal and communication skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively under pressure and manage multiple priorities.
• Familiarity with IT support best practices and methodologies.
• A proactive and customer-centric attitude.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Lead and manage a team of customer support engineers.
• Oversee the daily operations of the customer support function.
• Provide expert technical assistance and troubleshoot complex customer issues.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Escalate critical issues to appropriate departments (e.g., Engineering, Product).
• Train and mentor junior support staff, fostering skill development.
• Implement and refine support processes to improve efficiency and customer satisfaction.
• Monitor support ticket queues and ensure timely resolution of customer requests.
• Gather customer feedback and identify trends to inform product development.
• Act as a point of escalation for challenging customer interactions.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3-5 years of experience in technical customer support or helpdesk roles.
• Proven experience in a lead or supervisory capacity.
• Strong understanding of software and hardware troubleshooting methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to effectively manage and motivate a team.
• Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Customer-centric mindset with a passion for service excellence.
• Familiarity with ITIL best practices is a plus.

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Minimum of 5 years of experience in technical customer support or helpdesk roles.
• Proven experience in a lead or supervisory capacity.
• Strong knowledge of troubleshooting methodologies for software and hardware.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and customer service skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage and motivate a remote team effectively.

• Provide advanced technical support to customers via multiple channels, including email, chat, and phone, resolving complex software and hardware issues.
• Diagnose, troubleshoot, and resolve intricate technical problems efficiently and effectively.
• Collaborate closely with engineering and product development teams to identify bugs, provide feedback, and drive product enhancements.
• Create and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Onboard and train new customers on the effective use of our client's platform.
• Manage customer escalations, ensuring timely and satisfactory resolution.
• Identify trends in customer issues and proactively suggest solutions or product improvements.
• Contribute to the development of best practices and standards for the customer support team.
• Mentor and guide junior support engineers, sharing technical expertise and best practices.
• Participate in regular team meetings and provide insights based on customer interactions.