100 Help Desk Support jobs in Portsmouth

• 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.

• Lead and mentor a team of customer service and technical support professionals.
• Oversee daily support operations, ensuring timely resolution of customer inquiries and issues.
• Develop, implement, and optimize support processes and workflows.
• Manage complex customer escalations and provide expert-level troubleshooting.
• Monitor key performance indicators (KPIs) and team performance, driving continuous improvement.
• Conduct regular training sessions for the support team on product updates and best practices.
• Serve as a point of contact for high-profile client issues.
• Analyze support data to identify trends and recommend product/service improvements.
• Ensure adherence to service level agreements (SLAs).
• Contribute to building a strong, customer-centric team culture.

• Proven experience in a senior customer service or technical support leadership role (3+ years).
• Strong technical aptitude and ability to troubleshoot software/hardware issues.
• Excellent understanding of customer support best practices and CRM systems.
• Demonstrated leadership and team management skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in the technology or SaaS industry is highly desirable.

• Provide high-level technical support and customer service to clients experiencing issues with our products/services.
• Troubleshoot and resolve complex technical problems, escalating issues when necessary.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the development and maintenance of a comprehensive knowledge base and support documentation.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Train and mentor junior customer support staff.
• Ensure customer satisfaction by delivering prompt, effective, and courteous support.
• Assist in the development and implementation of improved customer support processes and procedures.

• Proven experience (3+ years) in a customer service and technical support role, preferably in a SaaS or technology environment.
• Excellent knowledge of customer support best practices and ticketing systems.
• Strong technical aptitude with the ability to troubleshoot software and hardware issues.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to remain calm and professional under pressure.
• Experience in training or mentoring junior team members is a plus.
• Familiarity with CRM software and helpdesk platforms.
• A proactive approach to identifying and resolving customer issues.

• Handling inbound customer calls, emails, and general enquiries.
• Providing accurate information about products, services, and company policies.
• Investigating and resolving customer complaints or issues promptly and efficiently.
• Processing customer orders, returns, and exchanges accurately.
• Maintaining up-to-date customer records and interaction logs.
• Liaising with other departments to resolve customer queries effectively.
• Seeking opportunities to upsell or cross-sell relevant products or services where appropriate.
• Contributing to a positive and supportive team atmosphere.

• Proven experience in a customer service or contact centre role.
• Excellent communication, interpersonal, and active listening skills.
• Strong ability to empathise with customers and resolve issues effectively.
• Proficient in using customer relationship management (CRM) software.
• Ability to work independently and as part of a team.
• Good organisational skills and the ability to multitask.
• A polite, patient, and professional demeanour.
• Resilience and the ability to handle challenging customer interactions.

• Handle customer inquiries via phone, email, and face-to-face interactions.
• Provide information about products, services, and company policies.
• Process customer orders and manage accounts.
• Resolve customer complaints and issues efficiently and effectively.
• Maintain accurate customer records and update information in the CRM system.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure satisfaction.
• Adhere to service level agreements and performance standards.
• Contribute to team efforts and assist colleagues.
• Identify opportunities to improve customer service processes.

• Previous experience in a customer service or call centre role.
• Excellent communication, interpersonal, and listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using computers and common office software.
• Familiarity with CRM systems is advantageous.
• Ability to remain calm and professional under pressure.
• Strong organisational skills and attention to detail.
• A customer-focused attitude and a desire to help.
• Team player with a positive attitude.
• High school diploma or equivalent qualification.

Customer Service Executive – Southampton - £25,000-£27,000-

Free parking on site – Monday to Friday in the office – full time hours

Are you passionate about delivering outstanding customer service and thrive in a fast-paced, collaborative environment? We’re looking for a proactive and enthusiastic individual to join a thriving team, working closely with an External Sales Manager to ensure their customers receive the highest level of support and care. This is a fantastic opportunity to become an integral part of a friendly, professional team where your contributions truly make a difference.

Key Responsibilities:

• Act as a vital link between their customers and internal departments, ensuring smooth communication and service delivery.
• Process customer orders with accuracy and efficiency.
• Proactively manage customer expectations and anticipate their needs.
• Handle incoming calls and enquiries with a warm, professional manner.
• Maintain accurate and up-to-date customer records.
• Monitor and manage customer stock levels.
• Provide support and cover during team absences due to annual leave or illness.

What We’re Looking For:

• A quick learner who adapts easily to new systems and processes.
• Confident with IT tools including Outlook, Excel, and Word.
• Self-motivated and able to work independently.
• Friendly, polite, and professional—especially over the phone.
• Reliable, punctual, and well-organised.
• Calm under pressure and able to thrive in a busy environment.
• A natural problem solver who takes initiative.