45,861 Help Desk Supervisor jobs in the United Kingdom

Technical Support/Customer Service Executive at everyLIFE Technologies

Salary: £26,000 per annum, increasing to £26,500 following successful completion of 6-month probationary period. Plus paid on-call.

Position Type: Permanent.

Location: Hybrid, Farnborough head office and Remote.

Benefits include: 25 days holiday, private medical cover with Vitality, life insurance, company pension scheme, Cycle-scheme, free non-fiction book scheme, earlier finish ‘Chill Friday’.

Working Hours: Full time

Start date: ASAP

Reporting to: Head of Customer Experience

Blasting off from the successful launch of PASSgenius, our new suite of AI, data and automation tools, we are rapidly expanding our team. We are looking for a technical Customer Service Executive to support our growing customer base. The Customer Service team are a multi-disciplined, technical and customer-driven team delivering excellent service.

You will:

• Ensure customers receive an easy, memorable, and valued service via email, telephone and in- product conversations.
• Seek to understand how customers use our products, and proactively offer guidance to customers on how to get the best use and value from our suite of products.
• Be a natural problem-solver.
• Maintain an accurate record of enquiries with all relevant information within Salesforce to ensure timely and accurate resolution of issues and customer queries.
• Provide emergency support out of hours on a rotational basis (after initial onboarding period).
• Use software tools to thoroughly investigate, test and replicate customer issues to identify causes of problems.
• Work with connected technology providers to effectively implement integrated solutions or solve problems effecting customers.
• Research and understand app log files and identify user behaviour to help diagnose an issue.
• Document and share workarounds or key steps on how to use features via our Help and Support Centre and to wider customer facing teams.

You have:

• The skillset to follow up with customers and deliver timely updates on tickets and cases.
• Willingness to contribute ideas, innovation and team spirit.
• The ability to see challenges instead of problems.
• Experience of working in a high performing busy team.
• A desire to increase your technical knowledge.
• A logical approach, with good judgment to ensure the appropriate customer outcome.
• Initiative to resolve customer issues and provide an exceptional service.
• The ability to manage a varied workload.

You may have:

• Experience or interest in the Care industry.
• An inclination to keep up with news and developments within technology and social care.
• Experience using Salesforce, Intercom and Jira.
• An ambition to continuously grow and develop.

Why join everyLIFE?

Be part of a team that is transforming the UK care industry . If you thrive supporting customers, enjoy building relationships and making a meaningful impact, we’d love to hear from you!

Our mission is to create effective tools and services that release the potential of care teams.

Established in 2014, everyLIFE Technologies is a fast-growth SaaS provider primarily to the UK social care market. We exist to support care services to be the best that they can be.

We design, build, release, manage and support software and mobile applications that are crucial parts of the care being given to tens of thousands of people across the UK. We must get it right, every day!

Our ideal teammates are thoughtful, humble, curious, achievement-oriented professionals who can both zoom into the details and zoom out to embrace the big picture. We are customer-led and always aim for the highest standard. We believe in being transparent in all our dealings; acting fairly, openly, and honestly in everything we do.

Please note that we are only able to accept applicants with the right to live and work in the UK without the need for sponsorship. If you are on a visa and interested in applying for this role, please contact us for further information.

If you have any questions, or to apply with your CV, please email

Due to the high volume of applicants that we receive, we cannot always guarantee that you will receive a response.

• Respond to customer inquiries and technical support requests via phone, email, and live chat in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and network issues for customers.
• Guide customers through step-by-step solutions and product usage instructions.
• Escalate complex technical issues to appropriate internal teams when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Identify and report trends in customer issues to contribute to product improvement.
• Provide feedback to the product development team on common customer pain points and feature requests.
• Contribute to the creation and maintenance of customer support documentation and knowledge base articles.
• Ensure high levels of customer satisfaction through effective problem-solving and communication.
• Adhere to company policies and procedures, including service level agreements (SLAs).
• Assist with onboarding new customers and providing initial setup support.

• Proven experience in customer service or technical support, preferably in a technology-related field.
• Strong understanding of computer hardware, software, and basic networking concepts.
• Excellent problem-solving and diagnostic skills.
• Exceptional verbal and written communication skills.
• Proficiency with CRM software and ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patient and empathetic approach to customer interactions.
• Ability to work independently and as part of a team.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Familiarity with cloud-based applications is a bonus.

• Providing high-level technical support and troubleshooting for software products via phone, email, and chat.
• Resolving complex customer issues, ensuring timely and satisfactory resolutions.
• Guiding customers through product features, functionalities, and best practices.
• Escalating critical issues to development or engineering teams with comprehensive details.
• Documenting customer interactions, technical issues, and resolutions in the CRM system.
• Developing and maintaining support documentation, FAQs, and knowledge base articles.
• Training and mentoring junior customer service and technical support representatives.
• Identifying trends in customer issues and providing feedback to the product development team for continuous improvement.
• Proactively identifying opportunities to enhance the customer support experience.
• Managing customer escalations and ensuring customer satisfaction.

• A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 4 years of experience in customer service and technical support, preferably within the software industry.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, listening, and interpersonal skills.
• Experience with CRM software (e.g., Salesforce, HubSpot) and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Strong understanding of software applications and IT systems.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience in training or mentoring support staff is a significant advantage.
• A customer-centric approach with a dedication to service excellence.

• Lead, coach, and mentor a team of technical support specialists, fostering a positive and high-performance culture.
• Monitor team performance, setting KPIs and ensuring service level agreements (SLAs) are met.
• Handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
• Develop and implement training programs for the support team to enhance technical knowledge and customer service skills.
• Identify trends in customer issues and collaborate with product development teams to implement improvements.
• Manage team schedules, workload distribution, and resource allocation.
• Ensure accurate and comprehensive documentation of customer interactions and technical solutions in the CRM system.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development and refinement of customer support policies and procedures.
• Act as a point of escalation for customer complaints and work towards satisfactory resolutions.
• Analyze support metrics to identify areas for improvement and report on team performance to management.
• Champion customer satisfaction and ensure a consistently positive customer experience.
• Maintain a thorough understanding of the company's products and services.

• Proven experience in a customer service or technical support role, with at least 2 years in a team lead or supervisory capacity.
• Strong understanding of customer service best practices and metrics (e.g., CSAT, NPS, FCR).
• Excellent leadership, coaching, and interpersonal skills.
• Solid technical aptitude, with the ability to understand and troubleshoot software-related issues.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong problem-solving and analytical abilities.
• Excellent communication, both written and verbal.
• Ability to manage multiple priorities and work effectively in a hybrid environment.
• Experience in the software industry is highly desirable.
• A proactive and results-oriented approach to management.
• Relevant certifications in customer service or IT support are a plus.

• Provide technical support and troubleshooting for customer inquiries.
• Resolve customer issues via phone, email, and live chat.
• Guide customers through product setup and usage.
• Escalate complex technical problems to appropriate teams.
• Maintain detailed records of customer interactions and solutions in the CRM.
• Educate customers on product features and best practices.
• Identify and report recurring technical issues and trends.
• Contribute to the development of support documentation and FAQs.
• Ensure high levels of customer satisfaction and retention.

• Previous experience in customer service or technical support.
• Strong understanding of common software and hardware troubleshooting.
• Excellent communication, listening, and interpersonal skills.
• Ability to explain technical concepts clearly and concisely.
• Proficiency with CRM systems and helpdesk software.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively in a remote setting.
• A patient and empathetic demeanor towards customers.
• Familiarity with (Specific Product/Service Area, if applicable) is a plus.

• Provide advanced technical support and troubleshooting for customer issues related to the company's products/services.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolve complex technical problems, escalating issues to higher support tiers or development teams when necessary.
• Document customer interactions, technical issues, and resolutions in the CRM system.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior customer support representatives.
• Identify recurring customer issues and provide feedback to product development teams for improvement.
• Contribute to the development and refinement of customer support processes and policies.
• Ensure customer satisfaction by delivering high-quality, efficient support.
• Act as a point of escalation for challenging customer situations.
• Stay updated on product features, updates, and technical specifications.

• Proven experience in a customer service and technical support role, preferably in a senior or lead capacity.
• Strong technical aptitude and ability to quickly learn new products and technologies.
• Excellent communication, interpersonal, and active listening skills.
• Demonstrated problem-solving and analytical abilities.
• Experience with CRM software and ticketing systems.
• Ability to manage multiple tasks and prioritize effectively.
• Patience, empathy, and a customer-centric mindset.
• Experience in training or mentoring team members.
• Knowledge of IT troubleshooting principles is highly desirable.
• A degree or relevant certification in a technical field is a plus.

• Provide first-line technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Diagnose and resolve customer technical problems in a timely and efficient manner.
• Guide end-users through step-by-step solutions and clear instructions.
• Escalate complex issues to senior support staff or appropriate departments when necessary.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the helpdesk system.
• Develop and update helpdesk knowledge base articles and FAQs.
• Assist with user account management, password resets, and software installations.
• Proactively identify potential issues and recommend preventative measures.
• Gather customer feedback to help improve products and services.
• Ensure a high level of customer satisfaction through professional and empathetic communication.
• Stay updated on product knowledge and technical advancements relevant to support offerings.

• Proven experience in a customer service or technical support role.
• Strong understanding of common operating systems (Windows, macOS) and software applications.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Familiarity with remote support tools.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-focused attitude with a passion for helping others.
• High school diploma or equivalent; technical certifications (e.g., CompTIA A+) are a plus.
• Self-motivated and able to work independently in a remote setting.

• Provide technical support and customer service to clients.
• Respond to inquiries via phone, email, and live chat in a timely manner.
• Troubleshoot and resolve software issues efficiently.
• Guide users through product features and functionalities.
• Document all support interactions and resolutions in the CRM/helpdesk system.
• Escalate complex technical issues to appropriate teams.
• Identify trends in customer issues and provide feedback for product improvement.
• Maintain a high level of customer satisfaction.
• Assist in creating and updating support documentation and FAQs.
• Proactively identify opportunities to enhance customer experience.

• Proven experience in customer service and technical support roles.
• Strong understanding of software troubleshooting techniques.
• Excellent communication, listening, and interpersonal skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patient and empathetic approach to customer interactions.
• Strong problem-solving and analytical abilities.
• Ability to work independently and manage time effectively in a remote setting.
• Experience in the software industry is highly desirable.
• High school diploma or equivalent required; further technical certifications are a plus.