45,937 Help Desk Technician 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.

• Leading, coaching, and motivating a team of customer service and technical support representatives.
• Overseeing the resolution of customer inquiries, complaints, and technical issues across multiple channels (phone, email, chat, social media).
• Developing and implementing best practices for customer service and technical support processes.
• Ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
• Training new team members and providing ongoing development for the existing team.
• Monitoring customer feedback and identifying areas for improvement in products and services.
• Troubleshooting technical problems with software or hardware and providing effective solutions.
• Escalating complex issues to appropriate departments and ensuring timely resolution.
• Maintaining accurate customer records and documenting support interactions.
• Contributing to the development of knowledge base articles and support documentation.

• Respond to customer inquiries and provide technical support via phone, email, and live chat.
• Troubleshoot and resolve customer issues related to product functionality, installation, and usage.
• Guide customers through product setup, configuration, and basic maintenance.
• Escalate complex technical problems to senior support staff or relevant departments.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Contribute to the development and maintenance of a comprehensive knowledge base.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure customer satisfaction by providing timely, accurate, and helpful support.
• Adhere to all company policies and procedures regarding customer service and data privacy.

• High school diploma or equivalent; associate's or bachelor's degree in a relevant field is a plus.
• Minimum of 2 years of experience in customer service, technical support, or a related role.
• Proficiency in troubleshooting common software and hardware issues.
• Experience with CRM systems and ticketing software.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Demonstrated ability to work independently and effectively in a remote setting.
• Familiarity with (mention a specific type of software/product relevant to the fictional company, e.g., SaaS platforms, consumer electronics).

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide technical assistance and troubleshoot issues related to the company's products and services.
• Guide customers through product features and functionalities.
• Escalate complex technical issues to the appropriate support teams.
• Document customer interactions and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction by resolving issues effectively and efficiently.
• Identify and report common customer issues and trends to management.
• Stay updated on product knowledge and technical specifications.
• Contribute to the development of customer support documentation and FAQs.
• Ensure adherence to all company policies and procedures.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven customer service experience, preferably in a technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Patience and a customer-centric approach.
• Ability to explain technical information clearly and concisely to non-technical users.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• A team player with a positive attitude.
• Familiarity with technology products and services is highly desirable.