982 Customer Support Specialist jobs in the United Kingdom

Customer Support Agent – Professional Opportunity

Our Client is seeking a dedicated and proactive Customer Support Agent to join their growing team. This role is pivotal in providing exceptional support to users, responding to queries, and delivering solutions within established SLA parameters. If you have a keen eye for detail, a customer-first mindset, and a drive to grow your career in a dynamic environment, this opportunity is for you.

Role Overview

As a Customer Support Agent, you will manage incoming support requests, diagnose technical issues, and collaborate with internal teams to ensure prompt and effective resolution. You’ll play a critical role in enhancing user experiences and identifying opportunities for service improvements, all while embodying professionalism and technical aptitude.

Key Responsibilities

Efficiently manage inbound support tickets via phone and email, ensuring prompt triage and prioritization.

Document and oversee support requests using ticketing systems, maintaining transparency with clients throughout the process.

Diagnose and resolve technical issues, escalating when necessary.

Liaise with internal stakeholders to expedite resolutions and manage application configuration changes.

Deliver top-tier front-line support, combining technical and non-technical solutions to meet diverse client needs.

Identify process optimization opportunities and provide feedback for product and service enhancements.

Assist in creating and maintaining user documentation and knowledge base resources.

Support clients and colleagues during live software implementations.

Maintain excellent relationships with clients, team members, and third-party collaborators.

Skills & Qualifications

Proven experience in a customer support environment, ideally within finance software.

Exceptional verbal and written communication skills.

Self-motivated with strong organizational and prioritization abilities.

Confident problem solver with a collaborative approach and a keen focus on delivering results.

Proficient in MS Office applications, particularly Excel.

Adaptable, flexible, and dedicated to providing a high standard of service.

Why Join?

Our client offers a professional yet supportive environment where you’ll be empowered to develop your skills, contribute to impactful solutions, and be part of a team that values growth and innovation.

Take the next step in your career by applying for this exciting opportunity with a forward-thinking company dedicated to excellence in customer service.

• Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
• Troubleshoot technical and non-technical customer problems, providing effective solutions.
• Guide customers through product features, troubleshooting steps, and best practices.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Escalate complex or unresolved issues to the appropriate internal departments.
• Contribute to the development and maintenance of the company's knowledge base and FAQ resources.
• Identify opportunities to improve customer service processes and customer satisfaction.
• Collaborate with team members to share knowledge and best practices.
• Proactively identify and address potential customer issues.
• Maintain a high level of product knowledge and stay updated on product changes.

• Previous experience in a customer support or customer service role is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Proficiency in using CRM software and support ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a remote setting.
• Self-motivated, reliable, and able to work independently.
• High school diploma or equivalent; further education is a plus.
• A genuine passion for customer service and helping others.

At Fuse, we're building a fully integrated energy company, from developing solar, wind, and hydrogen to power trading & distributed energy installations. We sell directly to energy consumers, cutting out the middleman to reduce costs and pass on savings to customers.

But we’re not stopping there.
We’re also building the Energy Network: a decentralised network of smart devices where users get rewarded in Energy Dollars for electrifying their homes, shifting usage to off-peak hours, and helping balance the grid. The energy network helps the grid achieve energy stability, a crucial requirement for growth of AI data centers and energy intensive industries. 

Fuse is looking for a dedicated and proactive Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our customers, ensuring they receive outstanding support at every stage—from onboarding to day-to-day assistance. You’ll handle inquiries, resolve account issues, and deliver solutions that reflect our commitment to exceptional service.

This is a shift-based position, including overnight shifts, as part of our mission to provide industry-leading 24/7 customer support.

As a Customer Support Specialist at Fuse, you’ll gain hands-on experience in the fast-growing renewable energy sector while building the foundation for long-term growth within the company as we continue to scale and expand.

• Deliver excellent after-sales support through chat channel and emails
• Assist customers with billing, tariff, and usage inquiries, explaining our straightforward, no-hidden-costs approach.
• Resolve service-related issues quickly and professionally.
• Offer advice to customers on how to maximise their energy savings.
• Work collaboratively with internal teams to continuously improve the customer experience.
• Work 40 hours in shifts per week (including overnight shifts, with additional pay)

Requirements

• Bachelor’s degree.
• Exceptional verbal and written communication skills.
• Ability to work both independently and collaboratively in a team environment.
• Excellent communication skills and a genuine passion for helping customers.
• Strong problem-solving skills and the ability to manage challenging situations with patience.
• Interest in the energy industry and a desire to help customers make informed decisions.
• Previous experience in customer service, ideally within the energy or utilities sector, is a plus, but not necessary.
• Ability to work in-office.

Benefits

• Competitive salary
• Biannual bonus scheme
• Fully expensed tech to match your needs
• Paid annual leave
• Deliveroo breakfast and dinner for office based employees

• Respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing effective solutions and guidance.
• Educate customers on product features and functionalities, offering helpful tips and advice.
• Process orders, returns, and exchanges according to company policy.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify and escalate complex issues to the appropriate internal teams for resolution.
• Contribute to the development of customer support knowledge base articles and FAQs.
• Gather customer feedback and share insights with the product and marketing teams to drive improvements.
• Proactively identify opportunities to enhance the customer experience and improve support processes.
• Adhere to all company policies and procedures, including data privacy and security protocols.
• Collaborate effectively with team members to achieve departmental goals and maintain high service levels.
• Develop a deep understanding of the company's offerings to provide comprehensive support.
• Assist in training new customer support representatives as needed.
• Monitor support queues and ensure all customer requests are addressed within defined SLAs.
• Champion a customer-centric approach in all interactions and contribute to a positive brand image.

• Previous experience in customer service or a related role is essential.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a remote environment.
• A patient, empathetic, and customer-focused attitude.
• Must have a reliable internet connection and a dedicated home office space.
• Ability to work independently and demonstrate initiative.
• High school diploma or equivalent required; further education is a plus.
• Familiarity with (Specify Product/Service Area, e.g., e-commerce, SaaS) is advantageous.

• Handling inbound customer queries via phone, email, and chat with a focus on first-contact resolution.
• Investigating and resolving technical problems, guiding users through step-by-step solutions.
• Documenting all customer interactions and resolutions accurately in the CRM system.
• Identifying opportunities to improve support processes and customer experience.
• Contributing to the creation and maintenance of support documentation and training materials.
• Participating in product testing and providing feedback to the development team.
• Mentoring and guiding junior support team members.

• Provide advanced technical support and troubleshooting for complex customer issues.
• Respond to customer inquiries via phone, email, and other support channels in a timely manner.
• Diagnose and resolve technical problems related to software, hardware, and network connectivity.
• Guide and mentor junior customer support representatives.
• Create and maintain documentation for support procedures and knowledge base articles.
• Identify trends in customer issues and provide feedback to product and development teams.
• Escalate unresolved issues to appropriate technical teams or management.
• Ensure high levels of customer satisfaction through professional and effective support.
• Contribute to the continuous improvement of customer support processes and policies.
• Manage customer relationships and build trust through excellent service.

• Proven experience in a customer support or technical helpdesk role, preferably with senior responsibilities.
• Strong technical aptitude and troubleshooting skills.
• Excellent knowledge of common operating systems and software applications.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a passion for delivering outstanding service.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience with helpdesk software and ticketing systems.
• A relevant IT qualification or certification is advantageous.