What Jobs are available for Customer Support Specialist in Birmingham?
Showing 370 Customer Support Specialist jobs in Birmingham
Customer Support Specialist - Technical
B1 1BB Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is seeking a proactive and technically adept Customer Support Specialist to join their expanding team. This is a fully remote position, allowing you to work from the comfort of your home, supporting customers across the UK. You will be the first point of contact for customers experiencing technical issues with our client's innovative software solutions, providing timely and effective resolutions.
The ideal candidate will possess excellent communication skills, a patient demeanour, and a strong aptitude for troubleshooting technical problems. You will be responsible for diagnosing issues, guiding customers through step-by-step solutions, and escalating complex cases to the relevant internal teams when necessary. Maintaining detailed records of customer interactions and solutions is crucial, contributing to our knowledge base and improving support processes. Experience with ticketing systems and CRM software is highly desirable. A passion for technology and a commitment to delivering outstanding customer service are essential.
Key responsibilities will include:
We are looking for individuals who are self-motivated, enjoy problem-solving, and thrive in a remote working environment. A strong understanding of common software applications and operating systems is required. If you are passionate about technology and dedicated to providing exceptional customer support within the **Customer Service & Helpdesk** sector, we encourage you to apply for this exciting opportunity, remotely supporting users for a company based in **Birmingham, West Midlands, UK**.
The ideal candidate will possess excellent communication skills, a patient demeanour, and a strong aptitude for troubleshooting technical problems. You will be responsible for diagnosing issues, guiding customers through step-by-step solutions, and escalating complex cases to the relevant internal teams when necessary. Maintaining detailed records of customer interactions and solutions is crucial, contributing to our knowledge base and improving support processes. Experience with ticketing systems and CRM software is highly desirable. A passion for technology and a commitment to delivering outstanding customer service are essential.
Key responsibilities will include:
- Responding to customer inquiries via email, phone, and live chat in a professional and timely manner.
- Diagnosing and resolving technical issues with our software products.
- Providing clear and concise instructions and guidance to customers.
- Documenting customer interactions, issues, and resolutions accurately in the support system.
- Escalating complex technical problems to senior support engineers or development teams.
- Contributing to the creation and maintenance of a comprehensive knowledge base and FAQ section.
- Identifying trends in customer issues and providing feedback to product and development teams.
- Assisting customers with account management and general product queries.
- Achieving and exceeding key performance indicators (KPIs) for customer satisfaction and response times.
- Proactively identifying opportunities to improve the customer support experience.
We are looking for individuals who are self-motivated, enjoy problem-solving, and thrive in a remote working environment. A strong understanding of common software applications and operating systems is required. If you are passionate about technology and dedicated to providing exceptional customer support within the **Customer Service & Helpdesk** sector, we encourage you to apply for this exciting opportunity, remotely supporting users for a company based in **Birmingham, West Midlands, UK**.
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0
Senior Customer Support Specialist
B1 1BB Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is looking for a highly skilled and empathetic Senior Customer Support Specialist to join their dynamic team in Birmingham, West Midlands, UK . This role is integral to maintaining our client's reputation for exceptional customer service. You will be the first point of contact for customers, handling a variety of inquiries, complaints, and requests through phone, email, and potentially live chat. Your primary objective will be to resolve customer issues efficiently and effectively, ensuring a positive experience even in challenging situations. As a Senior Specialist, you will also be responsible for mentoring junior team members, handling escalated customer issues, identifying trends in customer feedback, and contributing to the development of support documentation and training materials. The ideal candidate will possess excellent communication skills, a patient and problem-solving attitude, and a deep understanding of customer service best practices. You should be comfortable working in a fast-paced environment and be adept at multitasking. Experience with customer relationship management (CRM) systems is a must. This position requires a strong attention to detail and the ability to work both independently and as part of a collaborative team. You will be expected to uphold company values and contribute to a culture of service excellence. The role involves detailed ticket logging, accurate record-keeping, and contributing to performance metrics.
Key Responsibilities:
Key Responsibilities:
- Provide high-level customer support via various communication channels.
- Resolve complex customer issues and complaints escalated from the support team.
- Mentor and coach junior customer support representatives.
- Develop and maintain knowledge base articles and FAQs.
- Analyze customer feedback to identify areas for service improvement.
- Troubleshoot and diagnose product or service issues.
- Process orders, forms, applications, and requests accurately.
- Collaborate with other departments to ensure customer satisfaction.
- Contribute to team goals and performance targets.
- Maintain detailed and accurate customer records within the CRM system.
- Proven experience in a customer support role, with at least 2 years in a senior or lead capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Experience in training or mentoring junior staff.
- A commitment to delivering outstanding customer service.
- Familiarity with (mention a relevant industry, e.g., SaaS, E-commerce) is a plus.
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1
Remote Customer Support Specialist
B1 1BB Birmingham, West Midlands
£25000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Remote Customer Support Specialist to join their expanding global support team. This is a fully remote position, offering you the flexibility to work from anywhere within the UK. You will be the primary point of contact for customers, providing exceptional assistance and resolving inquiries across various communication channels, including email, chat, and phone. Your role will involve understanding customer needs, troubleshooting technical issues, guiding users through product features, and processing requests efficiently and accurately. We are looking for individuals who are passionate about delivering outstanding customer service, possess excellent communication skills, and thrive in a remote work environment. You will need to be a proactive problem-solver, capable of working independently and managing your time effectively to meet service level agreements. Training on our client's products and services will be provided, but a strong foundation in customer service principles and a willingness to learn are essential. You will be part of a supportive virtual team, with regular opportunities for collaboration and professional development. This role requires a stable internet connection and a dedicated workspace conducive to providing professional customer support. We value individuals who are patient, articulate, and have a genuine desire to help others. If you are a motivated self-starter looking for a rewarding career in customer support with the convenience of remote work, we encourage you to apply.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
- Diagnose and resolve technical issues and product-related queries.
- Provide clear and concise instructions and guidance to customers.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Identify trends in customer issues and provide feedback to the product development team.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Adhere to all company policies and procedures regarding customer support.
- Participate in virtual team meetings and training sessions.
Qualifications:
- Proven experience in a customer service or helpdesk role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric approach.
- Self-motivated and able to work independently with minimal supervision.
- A reliable internet connection and a suitable home office setup.
- Experience with (mention specific industry software if applicable, e.g., SaaS platforms) is a plus.
- Must be legally eligible to work in the UK.
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2
Senior Customer Support Specialist
B1 1TT Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and customer-focused Senior Customer Support Specialist to lead their support operations. This role is pivotal in ensuring exceptional customer experiences and resolving complex issues. As a fully remote position, you will manage customer interactions and provide expert assistance from your home office, becoming a key point of contact for our valued customers.
Key Responsibilities:
This is a fully remote role, and candidates must possess a stable internet connection and a suitable home office environment. Excellent written and verbal communication skills are essential for effective remote collaboration and customer interaction. The ability to manage workload and maintain productivity autonomously is critical.
Key Responsibilities:
- Provide advanced technical and non-technical support to customers via various channels, including email, phone, and live chat.
- Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems when necessary.
- Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
- Train and mentor junior customer support representatives, sharing best practices and providing guidance.
- Monitor customer feedback and support metrics, identifying trends and recommending improvements to enhance customer satisfaction.
- Collaborate with product development and other teams to communicate customer needs and suggest product enhancements.
- Manage customer escalations, ensuring timely and satisfactory resolution.
- Contribute to the continuous improvement of customer support processes and workflows.
- Handle administrative tasks related to customer accounts and support records.
- Act as a point of escalation for challenging customer inquiries, demonstrating exceptional problem-solving skills and a calm demeanor.
This is a fully remote role, and candidates must possess a stable internet connection and a suitable home office environment. Excellent written and verbal communication skills are essential for effective remote collaboration and customer interaction. The ability to manage workload and maintain productivity autonomously is critical.
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3
Senior Customer Support Specialist
B1 1BB Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Senior Customer Support Specialist to be based in their busy office in Birmingham, West Midlands, UK . This pivotal role requires an individual who is passionate about delivering exceptional customer service, possess strong problem-solving skills, and can mentor junior team members. You will be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a high level of customer satisfaction.
Primary Responsibilities:
Primary Responsibilities:
- Handle complex customer inquiries and issues via phone, email, and live chat with professionalism and efficiency.
- Provide first-line technical support and troubleshooting for products and services.
- Guide and support junior customer service representatives, sharing expertise and best practices.
- Develop and maintain a deep understanding of our client's products, services, and policies.
- Escalate unresolved issues to appropriate departments while maintaining ownership until resolution.
- Identify recurring customer issues and provide feedback to product development and management teams for service improvement.
- Create and update customer support documentation, FAQs, and knowledge base articles.
- Assist in training new customer support staff on procedures and systems.
- Monitor customer feedback and satisfaction metrics, aiming to exceed targets.
- Ensure all customer interactions are logged accurately and efficiently in the CRM system.
- Act as a brand ambassador, representing the company's values and commitment to excellent service.
- Participate in team meetings, contributing to discussions on improving customer experience.
- Proven experience (minimum 3 years) in a customer service or technical support role, with at least 1 year in a senior or lead capacity.
- Excellent communication skills, both written and verbal, with a clear and confident tone.
- Strong problem-solving and analytical abilities, with a knack for finding effective solutions.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A patient, empathetic, and customer-centric approach to handling all interactions.
- Experience in mentoring or supervising junior team members is highly advantageous.
- Familiarity with (Specific industry, e.g., software, retail, finance) products and services is a plus.
- High school diploma or equivalent; further education or relevant certifications are a bonus.
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4
Senior Customer Support Specialist
B3 1JW Birmingham, West Midlands
£30000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced Senior Customer Support Specialist to join their dedicated team, based remotely. This role is crucial in ensuring exceptional customer satisfaction by providing expert-level support and resolving complex technical issues. You will act as a point of escalation for challenging customer queries, contribute to the development of support resources, and mentor junior team members. This is a fantastic opportunity for a seasoned support professional looking to make a significant impact in a remote-first environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for a range of products and services via phone, email, and chat.
- Act as the primary point of escalation for complex customer issues, ensuring timely and effective resolution.
- Diagnose and resolve intricate technical problems, collaborating with engineering and product teams when necessary.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Train and mentor junior customer support representatives, sharing expertise and best practices.
- Identify recurring customer issues and provide feedback to product and development teams for improvement.
- Monitor support queues and ensure adherence to service level agreements (SLAs).
- Contribute to the continuous improvement of customer support processes and tools.
- Gather customer feedback and identify opportunities to enhance the overall customer experience.
- Handle sensitive customer situations with empathy and professionalism.
- Document all interactions and resolutions accurately in the CRM system.
Qualifications:
- Proven experience as a Customer Support Specialist or similar technical support role, with a significant portion at a senior level.
- In-depth knowledge of troubleshooting methodologies and common technical issues.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain complex technical concepts clearly to non-technical users.
- Strong problem-solving and analytical abilities.
- Self-motivated, organized, and able to manage time effectively in a remote environment.
- Experience mentoring or training team members is highly desirable.
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5
Senior Customer Support Specialist
B1 1AA Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their dynamic team in Birmingham, West Midlands, UK . This role is crucial in maintaining and enhancing our customer satisfaction levels through exceptional service delivery. You will be responsible for handling complex customer inquiries, providing in-depth technical support, and resolving issues efficiently across various communication channels including phone, email, and live chat. A key part of this role involves mentoring junior support staff, contributing to training materials, and identifying areas for service improvement.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Address and resolve escalated customer complaints and technical issues with a high degree of accuracy and professionalism.
- Provide comprehensive product and service information to customers, ensuring clarity and understanding.
- Document all customer interactions, transactions, comments, and actions accurately in the CRM system.
- Collaborate with other departments, such as technical, sales, and product development, to resolve customer issues and improve overall service quality.
- Develop and maintain a deep understanding of the company's products and services to act as a subject matter expert.
- Identify trends in customer inquiries and feedback, reporting them to management to inform strategic decisions.
- Contribute to the creation and updating of knowledge base articles and FAQs.
- Participate in team meetings, sharing insights and best practices.
- Proactively identify opportunities to improve the customer experience and streamline support processes.
- Adhere to company policies and procedures, ensuring compliance with data protection regulations.
Qualifications:
- 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.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong technical aptitude and a willingness to learn new products and technologies.
- Experience in mentoring or training junior team members is highly desirable.
- A patient and customer-centric approach is essential.
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6
Remote Customer Support Specialist
B1 1BB Birmingham, West Midlands
£25000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a motivated and empathetic Remote Customer Support Specialist to join their growing team. This role is pivotal in ensuring our customers receive outstanding service and timely assistance, all from the comfort of your own home. You will be the first point of contact for customers, handling inquiries via phone, email, and live chat. Your primary responsibility will be to resolve customer issues efficiently and effectively, providing clear, concise, and accurate information. This includes troubleshooting technical problems, guiding users through product features, processing requests, and escalating complex issues to the appropriate internal teams when necessary. A key aspect of this role is maintaining a high level of customer satisfaction by demonstrating patience, professionalism, and a genuine desire to help. You will need to develop a comprehensive understanding of our products and services to provide effective support. The ideal candidate is a natural problem-solver, an excellent communicator, and thrives in a remote work environment. You must be self-disciplined, organized, and capable of managing your workload independently while adhering to service level agreements (SLAs). Regular performance reviews will focus on key metrics such as response times, resolution rates, and customer feedback. Training on our proprietary systems and customer service best practices will be provided, but a foundational understanding of customer support principles is essential. This is a fantastic opportunity for individuals seeking a rewarding career in customer service without the need for daily commuting. Join a supportive team that values its employees and offers opportunities for skill development and career advancement within the company. We are committed to fostering a positive and inclusive remote work culture.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Troubleshoot and resolve customer issues related to products and services.
- Provide clear and accurate information about product features, policies, and procedures.
- Escalate complex customer issues to senior support staff or relevant departments.
- Maintain detailed records of customer interactions and resolutions in the CRM system.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Adhere to all company policies, procedures, and service level agreements (SLAs).
- Proactively seek solutions to customer problems and ensure customer satisfaction.
- Participate in team meetings and training sessions to enhance product knowledge and support skills.
- Contribute to a positive and collaborative remote team environment.
- Proven customer support experience, preferably in a remote setting.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to manage time effectively and work independently.
- High school diploma or equivalent; further education or certifications in customer service are a plus.
- Patience, empathy, and a customer-centric attitude.
- Reliable internet connection and a dedicated home office workspace.
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7
Senior Customer Support Specialist
B1 1AB Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Join a growing technology firm as a Senior Customer Support Specialist, providing exceptional technical assistance and guidance to their valued clientele. This role is based in Birmingham, West Midlands, UK , offering a hybrid work model for optimal work-life balance.
Responsibilities:
Responsibilities:
- Handle complex customer inquiries and technical issues via phone, email, and chat, ensuring timely and effective resolution.
- Provide in-depth troubleshooting and technical support for software applications and hardware.
- Escalate unresolved issues to appropriate internal teams, acting as a liaison to ensure resolution.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Train and mentor junior support staff, sharing expertise and best practices.
- Identify trends in customer issues and provide feedback to product development and engineering teams.
- Proactively engage with customers to ensure satisfaction and build strong relationships.
- Manage customer support queues and prioritize tasks to meet service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- Represent the company in a professional and helpful manner at all times.
- Proven experience in a customer support or technical helpdesk role, with at least 3 years in a senior capacity.
- Strong technical aptitude and ability to troubleshoot software and hardware issues.
- Excellent communication, active listening, and problem-solving skills.
- Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to explain technical concepts clearly to non-technical users.
- Demonstrated ability to work independently and as part of a team in a hybrid environment.
- Strong organizational skills and attention to detail.
- Patience and empathy when dealing with customer challenges.
- Relevant certifications (e.g., ITIL Foundation) are a plus.
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8
Senior Customer Support Specialist
B1 1AA Birmingham, West Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Birmingham, West Midlands, UK . This role is integral to ensuring exceptional customer satisfaction by providing timely and effective technical support and assistance. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and guiding users through product functionalities. A key part of this role involves developing and maintaining comprehensive knowledge base articles, FAQs, and training materials to empower both customers and internal support staff. You will also play a crucial role in identifying recurring customer issues and providing feedback to the product development team for continuous improvement. The ideal candidate will possess excellent communication, problem-solving, and interpersonal skills, with a proven track record in customer-facing support roles.
Responsibilities:
Responsibilities:
- Handle inbound customer inquiries via phone, email, and chat.
- Diagnose and resolve technical hardware and software issues.
- Escalate complex issues to appropriate departments when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Develop and update support documentation and knowledge base articles.
- Train junior support staff on product features and support procedures.
- Proactively identify customer needs and suggest service improvements.
- Monitor customer feedback and satisfaction metrics, taking appropriate action.
- Collaborate with cross-functional teams including product, engineering, and sales.
- Ensure adherence to service level agreements (SLAs) and company standards.
- Proven experience in a customer support or helpdesk role, preferably in a senior capacity.
- Strong understanding of troubleshooting methodologies for software and hardware.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and support ticketing systems.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- A customer-centric approach with a passion for helping others.
- Bachelor's degree in a related field or equivalent practical experience.
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