63 Help Desk Support jobs in Andover

• Lead, mentor, and motivate a team of technical support specialists, fostering a culture of excellent customer service.
• Develop and implement strategies to ensure timely and effective resolution of customer technical issues.
• Monitor team performance, track key metrics (e.g., response time, resolution time, customer satisfaction), and implement improvements.
• Manage customer escalations and ensure prompt and satisfactory resolution.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with product development and engineering teams to identify and resolve recurring technical issues.
• Ensure adherence to service level agreements (SLAs) and customer support policies.
• Conduct regular performance reviews and provide ongoing coaching and training to team members.
• Identify training needs and develop programs to enhance team skills and product knowledge.
• Manage the support ticketing system and ensure efficient ticket routing and handling.
• Gather customer feedback and provide insights to management for product and service improvements.
• Oversee the onboarding and training of new customer support staff.

• Bachelor's degree in Business Administration, Information Technology, or a related field; relevant certifications are a plus.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a supervisory or management role.
• Proven experience in managing and leading a team of customer support professionals.
• Strong understanding of technical support principles and best practices.
• Excellent problem-solving and analytical skills.
• Exceptional communication, interpersonal, and customer-facing skills.
• Proficiency in customer support software and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in the software industry is highly desirable.
• A strong commitment to delivering outstanding customer service.

• Provide high-level technical support and customer service via phone, email, and chat.
• Troubleshoot and resolve a wide range of customer technical issues related to our products/services.
• Guide customers through product setup, installation, and usage.
• Identify and diagnose software and hardware problems, offering appropriate solutions.
• Escalate complex technical issues to higher support tiers or relevant departments, ensuring clear documentation.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Develop and update knowledge base articles and troubleshooting guides.
• Train and mentor junior customer service advisors on technical aspects and best practices.
• Identify trends in customer issues and provide feedback to product development teams.
• Contribute to improving customer satisfaction and retention through excellent service.

• Proven experience in a customer service role, with a significant focus on technical support.
• Strong understanding of common software, hardware, and network issues.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication and active listening skills.
• Patience and empathy when dealing with customers.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and collaboratively in a hybrid work environment.
• Strong organisational skills and attention to detail.
• Experience in training or mentoring colleagues is a plus.
• Relevant certifications in IT support or customer service are beneficial.

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and resolve software and hardware issues efficiently.
• Escalate complex technical problems to appropriate teams for resolution.
• Document all customer interactions, troubleshooting steps, and solutions in the helpdesk system.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Assist customers with software installation, configuration, and usage queries.
• Troubleshoot network connectivity and basic system errors.
• Ensure customer satisfaction by providing timely and effective support.
• Identify trends in customer issues and provide feedback to product development teams.
• Maintain a professional and courteous demeanor in all customer interactions.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of software troubleshooting and common IT issues.
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
• Excellent communication, active listening, and problem-solving skills.
• Customer-focused attitude with a passion for helping others.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with operating systems (Windows, macOS) and basic networking.
• Ability to manage multiple tasks and prioritize effectively in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

• Provide advanced technical support and troubleshooting for our client's SaaS platform via phone, email, and chat.
• Assist customers with complex inquiries, product configurations, integrations, and issue resolution.
• Diagnose and resolve software-related problems, identifying root causes and implementing effective solutions.
• Guide clients through product features, best practices, and optimal usage of the platform.
• Manage customer inquiries and issues efficiently, ensuring timely resolution and high customer satisfaction.
• Escalate complex technical issues to the engineering or development teams, providing detailed documentation and context.
• Document technical solutions, create knowledge base articles, and contribute to internal training materials.
• Proactively identify trends in customer issues and provide feedback to product development teams for service improvements.
• Build and maintain strong, long-lasting customer relationships through exceptional service and support.
• Participate in customer onboarding processes, ensuring a smooth transition for new clients.
• Mentor and guide junior support specialists, sharing knowledge and best practices.
• Stay up-to-date with product updates, new features, and industry best practices.

• Minimum of 5 years of experience in a customer service or technical support role, preferably within a SaaS or technology company.
• Proven ability to troubleshoot and resolve complex technical software issues.
• Strong understanding of web-based applications, databases, and cloud technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Exceptional problem-solving, analytical, and critical thinking skills.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Customer-focused mindset with a genuine desire to help clients succeed.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to work independently and as part of a collaborative team.
• Familiarity with the financial services industry is a plus.
• A proactive approach to identifying and resolving potential customer issues.

• Provide high-level technical support and customer service to clients via phone, email, and chat.
• Troubleshoot and resolve complex software issues, escalating to engineering teams when necessary.
• Educate clients on product features, functionalities, and best practices.
• Develop and maintain technical documentation, including FAQs, user guides, and knowledge base articles.
• Identify recurring issues and provide feedback to the product development team for continuous improvement.
• Manage customer escalations effectively, ensuring timely and satisfactory resolutions.
• Conduct client training sessions on software usage and new features.
• Contribute to the training and mentorship of junior support staff.
• Monitor customer support queues and ensure response and resolution times meet service level agreements (SLAs).
• Proactively identify opportunities to enhance the customer experience.
• Gather customer feedback and relay it to relevant departments.
• Assist in testing new software releases and updates.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in a customer service and technical support role, preferably within the software industry.
• Strong understanding of software applications and technical troubleshooting methodologies.
• Excellent problem-solving and analytical skills.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to explain complex technical concepts in a clear and concise manner.
• Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Proven ability to manage multiple priorities and work under pressure.
• A proactive and customer-centric approach.
• Experience in training or mentoring colleagues is a plus.
• Familiarity with SaaS products and cloud-based environments.
• Ability to work effectively both independently and as part of a team.

Are you a team player with a passion for food and people? Do you thrive in a busy environment? If so, then we are looking for someone just like you to help us deliver exceptional customer experience for Defence on a full time basis, contracted to 35 hours per week.

As a Customer Services Assistant, you will contribute to a passionate and friendly team working in a fast-paced environment. You'll get given every opportunity to progress within a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate.

Please note: This role is contracted to 5 weeks per year

Could you bring your spark to Defence? Here's what you need to know before applying:

Your key responsibilities will include:

• Preparing delicious, high-quality food that delights our clients and customers
• Creating attractive food and counter displays
• Representing Defence and maintaining a positive brand image
• Handling cash and operating the cash register
• Complying with Food Handling & Hygiene standards
• Complying with Health & Safety regulations

Our ideal Customer Services Assistant will:

• Have an enthusiastic can-do attitude
• Display passion for delivering excellent customer service
• Be an excellent team player
• Arrive equipped with a desire to succeed in your role
• Thrive working under pressure
• Demonstrate outstanding timekeeping and reliability
• Have a safety-first mind set
• Have experience within a similar catering-related role, but this isn't essential.

Part of Compass Group UK&I, ESS is the Defence, Government, and Energy services sector of Compass Group UK & Ireland. We support 250+ UK military establishments, high profile police, secure environments and government sites, along with a range of onshore and offshore facilities including platforms, drilling rigs, floatels and offices for the energy sector. We know that a friendly face makes all the difference, so we look for people who are passionate about delivering excellent customer service, at all levels, to join our teams.

Job Reference: com/0710/ / /BU #Defence

Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!

• Support in training towards ARLA – NFOPP qualifications
• Basic salary £4,670, additional ,000 once qualified
• Industry leading training and development
• Demonstrable career ladder
• Opportunities for progression
• Collaborative, rewarding and fun environment
• Team incentives

• Outstanding Customer Service skills
• Solid administration skills
• Resilient, positive, numerate and detail oriented
• Organised and able to prioritise workload in a faced paced environment
• Excellent verbal and written communication skills
• IT literate (MS Office, internet, email systems)

• Aviva Digi care + workplace / Cycle to work scheme
• Colleague discount scheme / Perks at work / Gym discounts
• Life assurance / Workplace pension scheme

• Support in training towards ARLA – NFOPP qualifications
• Basic salary £4,670, additional ,000 once qualified
• Industry leading training and development
• Demonstrable career ladder
• Opportunities for progression
• Collaborative, rewarding and fun environment
• Team incentives

• Outstanding Customer Service skills
• Solid administration skills
• Resilient, positive, numerate and detail oriented
• Organised and able to prioritise workload in a faced paced environment
• Excellent verbal and written communication skills
• IT literate (MS Office, internet, email systems)

• Aviva Digicare + workplace / Cycle to work scheme
• Colleague discount scheme / Perks at work / Gym discounts
• Life assurance / Workplace pension scheme