188 Customer Support jobs in Farnborough

Customer Support Engineer - 40k - Berkshire

Platform Recruitment has partnered with a UK-based electronics design and manufacturing company. With manufacturing facilities in the UK and Asiathey supply high-performance products to clients worldwide.

They are now looking to recruit a Customer Support Engineer to join their R&D team. This is a unique opportunity for an engineer with excellent technical skills and a passion for customer interaction to join a company operating at the forefront of electronic innovation.

Key Responsibilities

• Provide technical support for new and existing electronic products to global customers.

• Travel internationally

• Maintain a customer support database and manage technical documentation.

• Prepare and dispatch product samples and accessories.

• Investigate returned products and create detailed failure analysis reports.

Requirements

• HND or higher in Electrical & Electronic Engineering, Telecommunications, or a related discipline.

• Proven experience in technical customer support

• Strong understanding of electronic circuits and schematic diagrams.

• Hands-on skills: soldering, cable crimping, use of hand tools and electronic test equipment.

• Highly self-motivated with excellent problem-solving, time management, and organisational skills.

The salary will be up to 40kdepending on previous experiencewith great company benefits.

If you feel like you have the right skills and experience for this role, then please apply with a copy of your updated CV.

An exciting opportunity to join a well-established, market leading organisation as a Customer Support Administrator to coordinate and manage customer orders whilst taking ownership of after sales support.

• Location: Although this role is fully remote, in office attendance will be required once a week for collaboration at the Camberley location as needed.
• Working Hours: 8:30AM - 5PM Monday to Thursday, early finish of 4PM on a Friday!
• Benefits: 26 days holiday + bank holidays (increased with service in year up to max of 30 days!) Personal pension plan, life assurance cover, staff discount, private medical insurance

As the Customer Support Administrator, you will be responsible for:

• Processing orders, support customers with delivery and installations
• Supporting with parts and technical requests
• Processing parts orders
• Setting up new customer accounts
• Generating quotes
• Planning maintenance visits
• Processing invoices

The successful Customer Support Administrator will have the following related skills / experience:

• Strong customer service experience, ideally within an order processing or logistics environment
• Highly organised with strong communication skills
• Team player with the ability to work independently
• SAP experience is highly desirable - proficiency in MS Office and Salesforce

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Diagnose and resolve customer issues efficiently and effectively.
• Provide detailed information about products and services.
• Maintain accurate customer records and interaction logs.
• Escalate complex issues to appropriate departments when necessary.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Assist in creating and updating support documentation and FAQs.
• Contribute to a positive team atmosphere and share knowledge with colleagues.
• Meet or exceed customer service performance metrics.
• Handle customer complaints with empathy and professionalism.
• Follow communication guidelines and company policies.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• Ability to work collaboratively within a team.
• Familiarity with Microsoft Office Suite.
• A genuine passion for helping customers.
• Adaptability to learn new systems and processes quickly.
• Previous experience in the (Industry Specific - e.g., Tech, Finance) sector is a plus.

Job Title: Customer Support Advisor  

Location: Farnborough 

Salary: £23,875 

Contract type: Permanent  

#LI-Hybrid 

 Responsibilities within the role:

•Supporting the customers alongside the Mobile Support team with all incoming enquiries; includes answering calls, managing emails and tickets

•Working predominantly from the ARO Customer database; taking ownership of the customer tickets and to ensure the response and resolution times are within the agreed SLA’s

•Prepare quotes, process Hardware order requests and liaising with the 3rd party suppliers to ensure delivery is met within the agreed timescale

•Process customer orders on supplier portals & stock control. Responsible for adding all charges to AROs internal billing system

•Supporting all product requests including troubleshooting and fault resolution

•Liaise with suppliers and other departments for any updates whilst ensuring the customer is updated throughout the ticket cycle

•Provide Network & trouble shooting support for the customers to ascertain the best team to support the ticket.

•Support the senior advisor with training and support to new colleagues

•Assist the senior advisor in updating and creating team processes

•Prioritise, plan and manage own workload when faced with multiple tasks

•Working alongside Revenue Assurance; producing reports and managing licenses on the ports

•Report to the management team with any potential escalations, sensitive information on customer accounts or occurrences within the Customer Service team.

•Provide bespoke reporting for the customers on a weekly/monthly basis

•Work closely with the Mobile support team and other departments within the business to establish a good working relationship. This will enable the team to manage the customer accounts to an exceptional standard

•Ensure all customer documentation is updated accordingly, sharing this knowledge with the team

•Record information accurately into our database and ensuring data is kept up to date.

•Manage individual weekly/monthly tasks

•Assist the management team with their workload when required

•Attend the weekly & monthly meetings, providing a solid input around the subjects

•Monitor the customer alerting portals, if an outage occurs this is to be raised to the supplier and to inform the customer. To monitor this outage until service maintains to standard practice

Please note that this is a Hybrid role with onsite requirement 3 days a week at our Farnborough office. 

Requirements

What we are looking for?

The Mobile Support Agent will be able to work collaboratively with other members of that team across the department to achieve their objectives. You will need to be able to work to a high level of professionalism and display the ARO core values.

You will also:

•Be a customer-focused individual who is self-motivated and can manage their own workload

•Be a problem solver and have the ability to learn products and processes within a timely manner

•Have high attention to detail and take ownership of internal and customer-impacting issues

•Be able to work as part of a wide and varied team

•Have the ability to multi-task and work within a pressurised and fast-moving environment

•Have excellent communication skills; both verbal and written

•Have good I.T skills and strong knowledge of CRM’s and Microsoft office

Benefits

Aro has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change. 

At Aro we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Aro a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Aro Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.

• Providing first-line technical support to customers, resolving queries efficiently and effectively.
• Troubleshooting and diagnosing software and hardware issues.
• Guiding customers through step-by-step solutions via phone, email, or chat.
• Documenting customer interactions, issues, and resolutions accurately in the ticketing system.
• Escalating unresolved issues to higher-level support teams when necessary.
• Contributing to the knowledge base by creating and updating support articles.
• Identifying trends in customer issues and providing feedback to the development team.
• Ensuring a high level of customer satisfaction.
• Adhering to service level agreements (SLAs).

• Proven experience in a customer support or technical helpdesk role.
• Strong understanding of common software applications and operating systems (Windows, macOS).
• Familiarity with basic hardware troubleshooting.
• Excellent verbal and written communication skills.
• Patient and empathetic approach to customer service.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with ticketing systems and remote support tools.
• Strong problem-solving and analytical abilities.
• A relevant IT certification (e.g., CompTIA A+) is a plus.

A fantastic new permanent opportunity to join a successful and fast-growing Energy, Data and Technology company located in Surrey.  The role is for a Customer Support Co-Ordinator which is to provide an excellent standard of customer support large key account commercial customers.

The duties include answering email, telephone and live chat queries, processing orders, platform support and queries around data.  You will be experienced in working with customers in a professional, office environment and taking accountability for your call, escalating the call where necessary for more technical issues. 

You will work to SLA’s and provide regular updates to the customers.  Taking ownership of any complaints until there is a resolution.   Working closely with many other internal departments, especially the technical teams.

This role is a great opportunity to a more junior level candidate that is looking to progress their career in this area.   There is plenty of room for future progression and excellent training and ongoing support is provided. 

The role is Monday to Friday, 9-5 and after training you can work hybrid of two days in the office and three days working from home per week. 

The office is centrally based with great transport links for train and bus and there is plenty of local parking available.  Competitive salary and fantastic benefits on offer.

Skills/Experience/attributes:

• Minimum of 6 months experience working within a professional office/business environment in a customer focused role
• Intermediate in Word, Outlook and Excel (need to be able to do V-Look up’s)
• Good general administration skills
• Accurate and checks own work
• Ability to write a clear, concise email in a professional and friendly manner
• Outstanding communication skills verbally and written
• Passionate about providing excellent customer service
• Experience of working on an in-house system
• Ideally degree educated, or higher education – preferably around business administration or similar
• Not afraid to ask questions if unsure of something
• Loves learning new skills and systems
• Likes to investigate and a good problem solver
• Enjoys being in a team but also happy to work on your own

• Provide first-line and escalated support to customers via phone, email, and live chat.
• Diagnose and resolve technical hardware and software issues.
• Guide users through feature identification, troubleshooting, and resolution steps.
• Accurately log all customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and report them to the management team for product and service enhancements.
• Develop and maintain internal knowledge base articles and customer-facing FAQs.
• Train and mentor junior support staff, fostering a collaborative and supportive team environment.
• Proactively engage with customers to ensure their needs are met and their satisfaction is maintained.
• Collaborate with other departments, such as Product and Engineering, to relay customer feedback and identify solutions.
• Contribute to the development and implementation of new support strategies and initiatives.

• Proven experience in a customer support or helpdesk role, with a minimum of 3 years in a senior capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Strong technical aptitude and the ability to explain complex issues in a clear, concise manner.
• Experience with remote support tools and methodologies.
• Ability to work independently and as part of a team in a fast-paced environment.
• A proactive approach to identifying and addressing customer needs.
• Demonstrable ability to manage multiple priorities and deadlines effectively.
• A commitment to continuous learning and professional development.