46,068 Help Desk Technician jobs in the United Kingdom
Customer Service & Technical Support Specialist
B3 3BB Birmingham, West Midlands
£25000 Annually
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Posted today
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Job Description
Our client is seeking a highly skilled and customer-focused Customer Service & Technical Support Specialist to join their team in **Birmingham, West Midlands, UK**. This role offers a fully remote working arrangement, allowing you to provide exceptional support from anywhere. You will be the first point of contact for customers, assisting them with product inquiries, troubleshooting technical issues, and ensuring a positive overall experience. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for problem-solving.
Key Responsibilities:
Required Qualifications:
This is a fantastic opportunity for a motivated individual to join a supportive team and grow their career in technical customer support, with the added benefit of remote flexibility.
Key Responsibilities:
- Provide first-line technical support to customers via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network issues for customers.
- Guide customers through product setup, installation, and usage.
- Accurately document customer interactions, issues, and resolutions in the CRM system.
- Escalate complex technical issues to higher-level support teams when necessary.
- Identify recurring technical problems and provide feedback to the product development team.
- Maintain up-to-date knowledge of company products and services.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Achieve and exceed customer satisfaction targets.
- Build strong relationships with customers by providing timely and effective support.
Required Qualifications:
- Proven experience in a customer service and/or technical support role.
- Strong understanding of common operating systems (Windows, macOS) and networking concepts.
- Excellent troubleshooting and problem-solving skills.
- Exceptional written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- A patient, empathetic, and customer-centric attitude.
- Experience with (mention a specific relevant technology, e.g., cloud platforms, SaaS applications) is a plus.
This is a fantastic opportunity for a motivated individual to join a supportive team and grow their career in technical customer support, with the added benefit of remote flexibility.
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0
Customer Service & Technical Support Lead
RG1 1EB Reading, South East
£35000 Annually
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Posted 1 day ago
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Job Description
Our client is looking for a dedicated and experienced Customer Service & Technical Support Lead to manage their team in Reading, Berkshire, UK . This role is crucial in ensuring exceptional customer satisfaction and providing timely, effective technical assistance to clients. The Lead will be responsible for overseeing daily operations, mentoring support staff, and implementing best practices to enhance the overall customer experience.
Key responsibilities include managing inbound customer inquiries via phone, email, and live chat; troubleshooting technical issues and providing step-by-step solutions; and escalating complex problems to appropriate departments. You will also be responsible for training new support agents, developing training materials, and monitoring team performance against key metrics such as response times, resolution rates, and customer satisfaction scores. The Lead will contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section on the company website.
This hybrid position requires a blend of strong leadership skills, excellent communication abilities, and a deep understanding of technical support principles. You will work closely with the product development and quality assurance teams to identify recurring issues and provide feedback for product improvements. The ability to remain calm and professional under pressure, whilst motivating your team to deliver outstanding service, is essential. You will also be involved in developing and refining support processes and procedures to improve efficiency and effectiveness.
The ideal candidate will have a proven track record in customer service and technical support, with at least 5 years of experience, including 2 years in a supervisory or leadership role. A strong technical aptitude and the ability to quickly learn and master new software and hardware systems are required. Excellent problem-solving skills, patience, and empathy are crucial for dealing with customer issues. A degree or HND in a relevant field is advantageous, but not essential if equivalent experience can be demonstrated. Join our team and help us maintain our reputation for outstanding customer care.
Key responsibilities include managing inbound customer inquiries via phone, email, and live chat; troubleshooting technical issues and providing step-by-step solutions; and escalating complex problems to appropriate departments. You will also be responsible for training new support agents, developing training materials, and monitoring team performance against key metrics such as response times, resolution rates, and customer satisfaction scores. The Lead will contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section on the company website.
This hybrid position requires a blend of strong leadership skills, excellent communication abilities, and a deep understanding of technical support principles. You will work closely with the product development and quality assurance teams to identify recurring issues and provide feedback for product improvements. The ability to remain calm and professional under pressure, whilst motivating your team to deliver outstanding service, is essential. You will also be involved in developing and refining support processes and procedures to improve efficiency and effectiveness.
The ideal candidate will have a proven track record in customer service and technical support, with at least 5 years of experience, including 2 years in a supervisory or leadership role. A strong technical aptitude and the ability to quickly learn and master new software and hardware systems are required. Excellent problem-solving skills, patience, and empathy are crucial for dealing with customer issues. A degree or HND in a relevant field is advantageous, but not essential if equivalent experience can be demonstrated. Join our team and help us maintain our reputation for outstanding customer care.
This advertiser has chosen not to accept applicants from your region.
1
Customer Service & Technical Support Specialist
PL1 1AH Plymouth, South West
£25000 Annually
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Posted 2 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a motivated and customer-centric Customer Service & Technical Support Specialist to join their dynamic team. This fully remote role offers the exciting opportunity to assist clients in resolving technical issues and ensuring their satisfaction with our products. You will be the first point of contact for customers, providing expert troubleshooting, guidance, and support via phone, email, and chat. The ideal candidate is passionate about technology, possesses excellent communication skills, and thrives in a fast-paced, problem-solving environment. This is a remote-first position, allowing you to work from home anywhere in the UK.
Key Responsibilities:
Qualifications and Skills:
This role offers a competitive salary, opportunities for professional development, and the chance to work with a cutting-edge technology product. Our client is committed to providing exceptional customer support and fostering a positive remote work culture. Join us and be a vital link between our company and our valued customers, ensuring their success and satisfaction.
Key Responsibilities:
- Respond to customer inquiries and technical issues via multiple channels (phone, email, chat, ticketing system) in a timely and professional manner.
- Troubleshoot and diagnose software and hardware issues, providing clear, concise solutions to customers.
- Guide customers through product features, functionalities, and best practices.
- Escalate complex technical issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution.
- Document customer interactions, issues, and resolutions accurately within the CRM/ticketing system.
- Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Proactively identify opportunities to improve the customer experience and enhance product usability.
- Stay current with product updates, new features, and technical documentation.
- Assist with onboarding new customers and providing initial training on product usage.
- Contribute to a positive and collaborative team environment.
- Manage customer expectations effectively and ensure high levels of customer satisfaction.
- Adhere to service level agreements (SLAs) and company support policies.
Qualifications and Skills:
- Proven experience in a customer service or technical support role, preferably within the software industry.
- Excellent troubleshooting and problem-solving skills, with a logical approach to diagnosing issues.
- Strong understanding of software applications and computer systems.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple inquiries simultaneously and prioritise effectively.
- Patience, empathy, and a customer-first attitude.
- Ability to work independently and manage time effectively in a remote work setting.
- High school diploma or equivalent; a technical certification or degree is a plus.
- Experience with remote support tools.
- Fluency in English is essential; additional languages are a bonus.
This role offers a competitive salary, opportunities for professional development, and the chance to work with a cutting-edge technology product. Our client is committed to providing exceptional customer support and fostering a positive remote work culture. Join us and be a vital link between our company and our valued customers, ensuring their success and satisfaction.
This advertiser has chosen not to accept applicants from your region.
2
Customer Service Representative - Technical Support
CF10 1AA Cardiff, Wales
£24000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a rapidly expanding technology solutions provider, is seeking dedicated and technically adept Customer Service Representatives to join their dynamic team. This role is essential in providing exceptional support to our diverse customer base, resolving technical issues, and ensuring a positive customer experience. The ideal candidate will possess excellent communication skills, a patient and empathetic approach, and a solid understanding of common technical problems related to software and hardware. You will be the first point of contact for customers seeking assistance, guiding them through troubleshooting steps and providing effective solutions. This hybrid role offers a blend of remote work and on-site collaboration, providing flexibility whilst fostering team cohesion and access to on-site resources.
Key Responsibilities:
Qualifications:
This hybrid role is based in Cardiff, Wales, UK , requiring a balance of remote work and in-office attendance. Our client values a collaborative team spirit and offers a supportive environment for professional growth.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat, providing timely and accurate technical support.
- Diagnose and resolve a wide range of technical issues, including software installation, configuration, network connectivity, and hardware malfunctions.
- Guide customers through step-by-step troubleshooting processes, patiently explaining technical concepts in an easily understandable manner.
- Escalate complex or unresolved issues to higher-level support teams or technical specialists when necessary.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Contribute to the development and maintenance of the knowledge base, creating FAQs and troubleshooting guides.
- Identify trends in customer issues and provide feedback to the product development team for potential improvements.
- Educate customers on product features and best practices to enhance their user experience.
- Maintain a high level of customer satisfaction through professional and courteous service.
- Adhere to service level agreements (SLAs) and departmental key performance indicators (KPIs).
- Collaborate effectively with team members in both remote and on-site capacities.
Qualifications:
- Proven experience in a customer service or technical support role.
- Strong understanding of computer hardware, software, operating systems (Windows/macOS), and basic networking concepts.
- Excellent verbal and written communication skills, with the ability to explain technical information clearly.
- Exceptional listening and problem-solving skills.
- Patience, empathy, and a customer-centric attitude.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficiency with CRM software and ticketing systems.
- Familiarity with remote support tools is a plus.
- A willingness to learn and adapt to new technologies and products.
This hybrid role is based in Cardiff, Wales, UK , requiring a balance of remote work and in-office attendance. Our client values a collaborative team spirit and offers a supportive environment for professional growth.
This advertiser has chosen not to accept applicants from your region.
3
Customer Service & Technical Support Specialist
ST1 1BB Staffordshire, West Midlands
£28000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Service & Technical Support Specialist to join their fully remote team. In this vital role, you will be the primary point of contact for customers, providing exceptional support, troubleshooting technical issues, and ensuring a positive customer experience. This position is ideal for individuals who are passionate about helping others, possess strong problem-solving skills, and thrive in a remote work environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and provide support via phone, email, and live chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues related to the company's products or services.
- Guide customers through step-by-step solutions for software, hardware, or account-related problems.
- Escalate complex technical issues to higher-level support teams or relevant departments when necessary.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Develop and maintain a deep understanding of the company's products and services to provide comprehensive support.
- Contribute to the creation and maintenance of a knowledge base, FAQs, and self-help resources.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Proactively identify opportunities to improve the customer experience and service delivery.
- Adhere to all company policies, procedures, and service level agreements (SLAs).
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Minimum of 3 years of experience in customer service, technical support, or a related role.
- Proven ability to troubleshoot technical problems and provide effective solutions.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
- Strong interpersonal skills and a patient, customer-centric approach.
- Proficiency in using helpdesk software, CRM systems, and common office productivity tools.
- Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
- Strong organizational skills and attention to detail.
- A passion for customer satisfaction and a commitment to resolving issues efficiently.
- Familiarity with (mention a specific technology/product area if applicable, e.g., SaaS platforms, hardware troubleshooting) is advantageous.
This advertiser has chosen not to accept applicants from your region.
4
Customer Service & Technical Support Specialist
MK9 1 Milton Keynes, South East
£25000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology solutions provider, is seeking a dedicated and technically proficient Customer Service & Technical Support Specialist to join their team. This role plays a vital part in ensuring our clients receive exceptional support and timely resolution to their technical queries. You will be responsible for providing first-line technical assistance to customers, troubleshooting software and hardware issues, and guiding users through product functionalities. A key aspect of the role involves diagnosing and resolving technical problems efficiently, escalating complex issues to senior support teams when necessary. Maintaining accurate records of customer interactions and technical issues using CRM systems will be essential. You will also contribute to the development of our knowledge base by creating and updating support articles and FAQs. Proactive communication with customers to keep them informed of issue progress and resolution is paramount. The ideal candidate will possess strong technical aptitude, a solid understanding of IT systems and common software applications. Excellent communication and interpersonal skills are required, with the ability to explain technical concepts clearly to non-technical users. Customer-centricity and a passion for problem-solving are essential. This role offers a hybrid working model, allowing you to work a combination of remote and in-office days at our Milton Keynes, Buckinghamshire, UK location. Strong organisational skills and the ability to manage multiple support tickets effectively are crucial. This is an excellent opportunity to develop your career in technical support within a supportive and dynamic environment.
This advertiser has chosen not to accept applicants from your region.
5
Customer Service & Technical Support Specialist
PO1 3BG Portsmouth, South East
£25000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology solutions provider, is seeking a dedicated and skilled Customer Service & Technical Support Specialist to join their vibrant team. This role is fully remote, allowing you to work from anywhere in the UK, while being associated with our operations in Portsmouth, Hampshire, UK . You will be the first point of contact for customers, providing exceptional support via phone, email, and chat. Responsibilities include troubleshooting technical issues, guiding users through product features, resolving inquiries efficiently, and ensuring a high level of customer satisfaction. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a passion for helping others.
This position is crucial for maintaining our client's reputation for outstanding customer care and technical assistance. You will work within a supportive and dynamic team environment, utilizing advanced support tools and knowledge bases to deliver effective solutions. Our client is committed to providing comprehensive training and development opportunities, enabling you to grow your expertise in customer support and technology. This is an excellent opportunity for individuals who thrive in a remote setting and are passionate about delivering top-tier customer experiences. You will play a key role in ensuring our customers can effectively utilize our products and services, contributing directly to customer loyalty and business success. The role requires a proactive approach to problem-solving and a genuine commitment to customer satisfaction, all within a flexible remote working arrangement.
This position is crucial for maintaining our client's reputation for outstanding customer care and technical assistance. You will work within a supportive and dynamic team environment, utilizing advanced support tools and knowledge bases to deliver effective solutions. Our client is committed to providing comprehensive training and development opportunities, enabling you to grow your expertise in customer support and technology. This is an excellent opportunity for individuals who thrive in a remote setting and are passionate about delivering top-tier customer experiences. You will play a key role in ensuring our customers can effectively utilize our products and services, contributing directly to customer loyalty and business success. The role requires a proactive approach to problem-solving and a genuine commitment to customer satisfaction, all within a flexible remote working arrangement.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Service & Technical Support Specialist
NE1 4AA Newcastle upon Tyne, North East
£25000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a dynamic and growing technology company, is seeking a dedicated and technically adept Customer Service & Technical Support Specialist to join their client-focused team. This role is crucial for providing exceptional support to our customers, resolving technical issues, and ensuring a positive user experience. You will be the first point of contact for customer inquiries, offering efficient and effective solutions through various communication channels.
Key Responsibilities:
The ideal candidate will possess excellent communication and interpersonal skills, a patient demeanor, and a strong aptitude for troubleshooting technical problems. Experience in a customer-facing role within the tech industry is highly advantageous. This role is based in **Newcastle upon Tyne, Tyne and Wear, UK**, offering a hybrid working model, blending office-based collaboration with remote flexibility.
Qualifications:
Key Responsibilities:
- 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.
The ideal candidate will possess excellent communication and interpersonal skills, a patient demeanor, and a strong aptitude for troubleshooting technical problems. Experience in a customer-facing role within the tech industry is highly advantageous. This role is based in **Newcastle upon Tyne, Tyne and Wear, UK**, offering a hybrid working model, blending office-based collaboration with remote flexibility.
Qualifications:
- 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.
This advertiser has chosen not to accept applicants from your region.
7
Customer Service Team Lead - Technical Support
G2 1DT Glasgow, Scotland
£32000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking an experienced and proactive Customer Service Team Lead to guide their technical support division in Glasgow, Scotland, UK . This hybrid role offers the chance to lead a high-performing team while enjoying a balance of remote work and in-office collaboration.
As a Customer Service Team Lead, you will be responsible for supervising a team of customer support specialists, ensuring they provide exceptional technical assistance and uphold service level agreements. You will coach and mentor team members, monitor performance metrics, handle escalated customer issues, and contribute to the continuous improvement of support processes. This role requires strong leadership skills, a deep understanding of customer service principles, and a solid technical aptitude.
Key responsibilities will include:
The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, with at least 1-2 years in a supervisory or team lead capacity. Proven ability to manage and motivate a team is essential. Strong problem-solving skills, excellent communication and interpersonal abilities, and a customer-centric approach are required. A good understanding of technical concepts and troubleshooting methodologies is beneficial. Proficiency with CRM software and helpdesk ticketing systems is expected. The ability to work effectively in a hybrid team environment, demonstrating strong organizational and time management skills, is crucial. This is an excellent opportunity for a motivated leader to drive customer satisfaction and team success.
As a Customer Service Team Lead, you will be responsible for supervising a team of customer support specialists, ensuring they provide exceptional technical assistance and uphold service level agreements. You will coach and mentor team members, monitor performance metrics, handle escalated customer issues, and contribute to the continuous improvement of support processes. This role requires strong leadership skills, a deep understanding of customer service principles, and a solid technical aptitude.
Key responsibilities will include:
- Leading, motivating, and managing a team of customer support specialists.
- Setting performance goals and monitoring team KPIs to ensure service excellence.
- Providing ongoing training, coaching, and development to team members.
- Handling complex customer inquiries and escalations, resolving issues effectively.
- Ensuring adherence to company policies, procedures, and service level agreements.
- Identifying trends in customer feedback and issues, and providing insights to management.
- Contributing to the development and refinement of support documentation and knowledge bases.
- Collaborating with other departments (e.g., product, engineering) to improve the overall customer experience.
- Implementing and optimizing support workflows and tools.
- Conducting performance reviews and managing team schedules.
The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, with at least 1-2 years in a supervisory or team lead capacity. Proven ability to manage and motivate a team is essential. Strong problem-solving skills, excellent communication and interpersonal abilities, and a customer-centric approach are required. A good understanding of technical concepts and troubleshooting methodologies is beneficial. Proficiency with CRM software and helpdesk ticketing systems is expected. The ability to work effectively in a hybrid team environment, demonstrating strong organizational and time management skills, is crucial. This is an excellent opportunity for a motivated leader to drive customer satisfaction and team success.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Service & Technical Support Lead
RG1 1LU Reading, South East
£45000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service & Technical Support Lead to manage and elevate their customer support operations. This role offers the flexibility of remote work, allowing you to lead and inspire a team from your home office. You will be responsible for overseeing the daily operations of the customer service and technical support departments, ensuring that all customer inquiries and issues are resolved efficiently, accurately, and with a high level of customer satisfaction. The ideal candidate will have a strong background in customer support, technical troubleshooting, and team leadership within a service-oriented environment. Your duties will include developing and implementing support strategies, training and mentoring support agents, monitoring performance metrics, and identifying areas for improvement. You will also be involved in handling escalated customer complaints and complex technical issues, acting as a point of escalation for the support team. Experience with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow) is essential, as is a deep understanding of common technical support challenges relevant to our client's products/services. You will work closely with product development and sales teams to provide feedback on customer issues and contribute to product improvement. This position requires excellent communication, problem-solving, and interpersonal skills, with the ability to maintain a calm and professional demeanor under pressure. You will be instrumental in shaping the customer experience and driving loyalty through exceptional service delivery. This is a fantastic opportunity for a dedicated professional to lead a customer-centric team remotely and make a significant impact on customer retention and satisfaction.
Key Responsibilities:
Key Responsibilities:
- Lead and manage the day-to-day operations of the customer service and technical support teams.
- Develop and implement strategies to enhance customer satisfaction and first-contact resolution rates.
- Train, coach, and mentor customer support representatives to improve their performance.
- Monitor key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
- Handle escalated customer issues and complex technical problems, providing timely and effective solutions.
- Manage the helpdesk ticketing system, ensuring efficient tracking and resolution of customer requests.
- Collaborate with other departments (e.g., Product, Sales) to relay customer feedback and resolve issues.
- Develop and maintain support documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and recommend product or service improvements.
- Ensure adherence to service level agreements (SLAs) and company policies.
- Foster a positive and supportive team environment that promotes excellent customer service.
- Continuously evaluate and improve support processes and tools.
- Bachelor's degree in Business Administration, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer service or technical support roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing helpdesk software and ticketing systems.
- Strong understanding of technical troubleshooting methodologies.
- Excellent communication, interpersonal, and problem-solving skills.
- Demonstrated ability to train and motivate a support team.
- Experience working in a remote or hybrid team environment.
- Ability to handle pressure and manage customer escalations effectively.
- Knowledge of (mention specific industry/product type relevant to fictional company) is a plus.
- Commitment to providing exceptional customer experiences.
This advertiser has chosen not to accept applicants from your region.
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