195 Customer Support Specialist jobs in London
Customer Support Specialist
Posted 6 days ago
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Job Description
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.
- 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.
Customer Support Specialist - Technical
Posted 10 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues reported by customers, identifying root causes and providing effective solutions.
- Guide customers through product features and functionalities, offering clear instructions and support.
- Escalate complex issues to senior support tiers or relevant development teams when necessary, providing detailed documentation.
- Maintain accurate and comprehensive records of customer interactions and resolutions in the CRM system.
- Develop and update customer-facing documentation, FAQs, and knowledge base articles.
- Proactively identify trends in customer issues and provide feedback to the product development team.
- Assist in training new customer support representatives.
- Contribute to improving the overall customer support experience and processes.
- Ensure customer satisfaction by delivering exceptional service and support.
Qualifications:
- Proven experience in a technical customer support or helpdesk role.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Experience with remote support tools.
- A patient and empathetic approach to customer service.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong problem-solving and analytical skills.
- Familiarity with SaaS products is a plus.
- Flexibility to work occasional evenings or weekends if required.
This hybrid position requires regular attendance at our London, England, UK office, fostering a collaborative team environment.
Customer Support Specialist - Technical
Posted 19 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries and support requests via phone, email, and live chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues related to software, hardware, and connectivity.
- Guide customers through step-by-step solutions, clearly explaining technical concepts in an easy-to-understand way.
- Escalate complex or unresolved issues to appropriate technical teams or senior support staff, ensuring thorough documentation.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions in the ticketing system.
- Contribute to the development and maintenance of a knowledge base with FAQs and troubleshooting guides.
- Identify recurring customer issues and provide feedback to product and development teams for potential improvements.
- Proactively identify opportunities to improve customer satisfaction and support processes.
- Assist with onboarding new customers and providing initial setup guidance.
- Stay up-to-date with product updates, new features, and technical advancements.
- Adhere to service level agreements (SLAs) and team performance metrics.
- Previous experience in a customer service or technical support role is essential.
- Strong understanding of common IT concepts, including operating systems, networking, and common software applications.
- Excellent problem-solving and analytical skills.
- Exceptional communication and active listening skills.
- Ability to explain technical information clearly and concisely to non-technical users.
- Proficiency in using customer support software and ticketing systems.
- Patience, empathy, and a customer-centric attitude.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A proactive approach to learning and adapting to new technologies.
- Relevant technical certifications (e.g., CompTIA A+) are a plus.
- This role requires a hybrid working arrangement, balancing in-office collaboration in **London, England, UK** with remote work flexibility.
Remote Customer Support Specialist
Posted today
Job Viewed
Job Description
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 .
Senior Customer Support Specialist
Posted today
Job Viewed
Job Description
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.
- 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.
Senior Customer Support Specialist
Posted 3 days ago
Job Viewed
Job Description
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.
Senior Customer Support Specialist
Posted 4 days ago
Job Viewed
Job Description
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.
- 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.
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Senior Customer Support Specialist
Posted 6 days ago
Job Viewed
Job Description
Senior Customer Support Specialist
Posted 6 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and resolve complex technical issues, providing clear and concise solutions.
- Escalate unresolved issues to appropriate departments, ensuring follow-up and resolution.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback to product development teams for continuous improvement.
- Train and mentor junior support staff, fostering a collaborative and supportive team environment.
- Contribute to the development of support strategies and best practices.
- Proactively engage with customers to ensure satisfaction and gather feedback.
- Manage customer relationships, building trust and rapport.
- Adhere to service level agreements (SLAs) and performance metrics.
Qualifications:
- Proven experience in a customer service or technical support role, with at least 2 years in a senior capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and support ticketing systems.
- Ability to explain technical concepts to non-technical users.
- Experience working in a remote environment is highly desirable.
- A proactive attitude and a commitment to delivering outstanding customer service.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent; further education or certifications are a plus.
Senior Customer Support Specialist
Posted 7 days ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve complex technical and product-related issues.
- Provide clear, concise, and accurate information and solutions to customers.
- Escalate unresolved issues to appropriate departments while maintaining ownership.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Assist in training and mentoring new and junior customer support representatives.
- Develop and maintain knowledge base articles and support documentation.
- Proactively identify opportunities to improve the customer experience.
- Handle customer complaints and de-escalate tense situations effectively.
- Achieve and exceed key performance indicators (KPIs) related to response times, resolution rates, and customer satisfaction.
- Contribute to team meetings and departmental initiatives.
Qualifications and Experience:
- Proven experience in a customer support or customer service role, with at least (Specify number, e.g., 2-3) years in a senior or lead capacity.
- Excellent verbal and written communication skills.
- Strong active listening and empathy skills.
- Proficiency in troubleshooting technical issues and providing step-by-step guidance.
- Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
- Ability to manage multiple tasks and prioritize effectively.
- Strong problem-solving and analytical skills.
- A patient and customer-centric approach.
- Experience in mentoring or training team members is a plus.
- Familiarity with (Specify industry or product type) is highly desirable.
- Must be able to work from our office located in London, England, UK .