Showing 60 Help Desk jobs in Sheffield
Customer Service Advisor - Broadband Technical
Sheffield, Yorkshire and the Humber
Plusnet
Posted today
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Job Description
Job Description
Why this job matters
Are you someone who likes solving problems? Maybe you like gaming or tinkering with technology? If so, you have transferrable skills to succeed in a Customer Service Technical role with Plusnet.
Why not use your skills to make a difference and join our Broadband Technical Team in Sheffield . You’ll be talking over the phone to customers with all sorts of broadband tech-related queries. You could be helping someone with a simple router question or something that needs a bit more work and ownership, you’ll be there for the customer supporting them all the way.
You don’t need specific experience to join us. Provided you’re naturally helpful, calm, and can build relationships – we can train you on the rest.
We understand that life never stands still, and like most roles within Plusnet, this opportunity is designed with flexibility in mind. We’re here to support you in being successful, meaning we’ll do everything we can to make sure you don’t miss that appointment or can look after your family in an emergency. Just a few ways we’re doing this include allowing you to schedule your own breaks and banking time, and the option of occasional home working.
What’s in it for you?
- A great starting salary £25,087.00, plus incentives and bonuses.
- Online GP – Giving you access to a GP via telephone or video 24/7 for both you and your immediate family, fully funded by us.
- Market leading paid carer’s leave, up to 2 weeks off for carers to give that bit of extra support to our colleagues who are caring for family or friends who are disabled, ill or elderly.
- Family Leave - Equalised maternity, paternity, and adoption leave and it gives all parents 18 weeks full pay and 8 weeks half pay in the first year however they choose to grow their family.
- Huge discounts of Plusnet,EE & BT products including your Mobile and Broadband – saving you hundreds of pounds every year.
- Support in carving your own career path. We are passionate about developing our people and we’ll support you in achieving the career you want.
- Season Ticket Travel Loan – giving you the funds to pay for your travel to and from work up front, making a difference where it counts.
- Volunteering days, so you can give back to your local community.
- Optional Private Healthcare and Dental, to protect you and your family.
On top of all that, we’ve got a great team culture, meaningful support, and tailored training to help you build a lasting career. What are you waiting for?
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0
Senior Customer Service Team Lead
S1 1AA Sheffield, Yorkshire and the Humber
£28000 Annually
WhatJobs
Posted 21 days ago
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Job Description
Our client, a rapidly growing e-commerce enterprise, is looking for a motivated and experienced Senior Customer Service Team Lead to manage and inspire their customer support team in Sheffield, South Yorkshire, UK . This is a vital on-site role, focused on ensuring exceptional customer experiences and driving team performance. You will be responsible for overseeing the day-to-day operations of the customer service department, including handling escalated customer issues, training and coaching team members, and implementing service improvements. The ideal candidate will have a strong background in customer service management, with a proven ability to lead and motivate a team to achieve key performance indicators (KPIs). You will be adept at problem-solving, possess excellent communication skills, and have a passion for delivering outstanding customer support. Key responsibilities include monitoring team performance, conducting regular performance reviews, ensuring adherence to company policies and procedures, and contributing to the development of customer service strategies. You will also work closely with other departments, such as sales and operations, to ensure a seamless customer journey. This role requires a proactive individual who can identify areas for improvement and implement effective solutions to enhance customer satisfaction and loyalty. You will be a role model for exceptional service, embodying the company's commitment to its customers. The ability to manage time effectively, prioritize tasks, and maintain a positive attitude under pressure is essential. This is a fantastic opportunity for a dedicated leader to make a significant impact on customer satisfaction and team development within a thriving organization.
Responsibilities:
Qualifications:
Responsibilities:
- Lead, coach, and mentor a team of customer service representatives.
- Oversee daily operations of the customer service department.
- Handle escalated customer inquiries and complex issues.
- Monitor team performance and ensure KPIs are met.
- Conduct performance evaluations and provide constructive feedback.
- Develop and deliver training programs for customer service staff.
- Implement and refine customer service processes and policies.
- Ensure a high level of customer satisfaction and loyalty.
- Collaborate with other departments to resolve customer issues.
- Maintain a positive and productive team environment.
Qualifications:
- Proven experience in a customer service leadership or supervisory role.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Demonstrated ability to lead, motivate, and develop a team.
- Experience with CRM software and customer support tools.
- Ability to manage multiple priorities and work under pressure.
- Strong organizational and time-management skills.
- High school diploma or equivalent; further education or certifications are a plus.
- Experience in the e-commerce industry is desirable.
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1
Senior Customer Service & Helpdesk Specialist
S1 1 Sheffield, Yorkshire and the Humber
£30000 Annually
WhatJobs
Posted 21 days ago
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Job Description
Our client, a rapidly growing technology firm known for its exceptional customer support, is seeking a highly skilled and dedicated Senior Customer Service & Helpdesk Specialist to join their fully remote team. While the operational hub is in **Sheffield, South Yorkshire, UK**, this role offers the flexibility to work from any location across the UK. You will be the primary point of contact for resolving complex technical issues and providing advanced support to our valued customer base, ensuring an outstanding user experience.
Key Responsibilities:
The ideal candidate will possess a strong technical aptitude, with at least 5 years of experience in a customer service or helpdesk role, preferably supporting SaaS products or complex IT systems. Excellent problem-solving, analytical, and diagnostic skills are essential. Superior communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users, are paramount. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. A proactive, customer-centric approach and the ability to work autonomously in a remote environment are crucial. This is a fully remote position offering the chance to be part of a supportive team and contribute significantly to customer satisfaction, with strategic direction from **Sheffield, South Yorkshire, UK**.
Key Responsibilities:
- Providing Tier 2 and Tier 3 technical support via phone, email, and chat to resolve customer issues efficiently and effectively.
- Troubleshooting and diagnosing complex software and hardware problems, escalating issues to development teams when necessary.
- Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Mentoring and training junior helpdesk team members, sharing best practices and technical expertise.
- Analyzing support trends and customer feedback to identify areas for product improvement and service enhancement.
- Managing and prioritizing incoming support tickets, ensuring adherence to service level agreements (SLAs).
- Proactively communicating with customers regarding issue status and resolution updates.
- Contributing to the continuous improvement of helpdesk processes and tools.
- Assisting with customer onboarding and providing proactive guidance on product usage.
- Representing the voice of the customer within the organization, advocating for their needs.
The ideal candidate will possess a strong technical aptitude, with at least 5 years of experience in a customer service or helpdesk role, preferably supporting SaaS products or complex IT systems. Excellent problem-solving, analytical, and diagnostic skills are essential. Superior communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users, are paramount. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. A proactive, customer-centric approach and the ability to work autonomously in a remote environment are crucial. This is a fully remote position offering the chance to be part of a supportive team and contribute significantly to customer satisfaction, with strategic direction from **Sheffield, South Yorkshire, UK**.
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2
Customer Service Team Lead - SaaS Solutions
S1 4QB Handsworth Hill, Yorkshire and the Humber
£38000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a leading provider of innovative SaaS solutions, is seeking an experienced and dynamic Customer Service Team Lead to guide and inspire their customer support team. This role is vital in ensuring exceptional customer experiences, fostering customer loyalty, and driving satisfaction with our cutting-edge software products. You will be instrumental in training, mentoring, and managing a team of customer service professionals, upholding the highest standards of support.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a team of customer service representatives, fostering a positive and productive work environment.
- Set performance goals and KPIs for the team and individual representatives, monitoring progress and providing regular feedback.
- Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
- Develop and implement training programs to enhance the skills and knowledge of the customer service team.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Collaborate with other departments (e.g., Product, Sales, Engineering) to address customer feedback and improve product offerings.
- Monitor customer service channels (phone, email, chat) to ensure efficient operations and high-quality support.
- Develop and maintain knowledge base articles and customer support documentation.
- Identify trends in customer inquiries and issues, providing insights to management for process and product improvements.
- Conduct regular team meetings and one-on-one sessions with team members.
- Champion customer-centricity throughout the organization.
- Assist in the recruitment and onboarding of new customer service team members.
- Ensure the team is proficient in using CRM and other support tools.
- Contribute to the continuous improvement of customer service processes and strategies.
- Maintain a positive and professional attitude, representing the company's values.
- Proven experience in a customer service role, with at least 2-3 years in a team lead or supervisory capacity.
- Experience within the SaaS or technology industry is highly preferred.
- Demonstrated ability to lead, motivate, and develop a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and other customer support tools.
- Ability to handle difficult conversations and de-escalate customer situations effectively.
- Strong organizational skills and attention to detail.
- Ability to work effectively in a fast-paced, dynamic environment.
- Experience in developing training materials and conducting training sessions.
- A passion for delivering outstanding customer experiences.
- Familiarity with ITIL or other service management frameworks is a plus.
- Ability to contribute to strategic discussions on customer success initiatives.
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3
Technical Support Lead
S1 1AA Sheffield, Yorkshire and the Humber
£38000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is seeking an experienced and customer-focused Technical Support Lead to join their growing team in Sheffield, South Yorkshire, UK . This is a hybrid role, offering a blend of remote work flexibility and in-office collaboration. You will be responsible for overseeing the technical support operations, ensuring timely and effective resolution of customer issues. This includes managing a team of support technicians, setting service level agreements (SLAs), and implementing best practices for customer support. You will be the primary point of escalation for complex technical problems, requiring in-depth knowledge of our client's products and systems. A key aspect of this role involves analyzing support trends, identifying root causes of recurring issues, and working with development and product teams to implement permanent solutions. You will also be involved in developing and maintaining support documentation, knowledge bases, and training materials for both customers and internal staff. The ideal candidate will have a strong background in IT support, with proven experience in a lead or supervisory capacity. Excellent diagnostic and troubleshooting skills are essential, coupled with a deep understanding of hardware, software, and networking concepts. Strong leadership and people management skills are required to motivate and guide the support team. Exceptional communication and interpersonal skills are crucial for interacting with customers and internal stakeholders, often under pressure. Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is expected. A relevant IT certification (e.g., CompTIA A+, Network+, ITIL) would be advantageous. You must be proactive, organized, and committed to delivering outstanding customer service. This role offers a competitive salary, a supportive work environment, and the opportunity to contribute significantly to customer satisfaction and product improvement.
Key Responsibilities:
Key Responsibilities:
- Lead and manage the technical support team to ensure efficient issue resolution.
- Set and monitor performance metrics and SLAs for the support function.
- Handle escalated customer technical issues and provide expert solutions.
- Analyze support tickets to identify trends and recommend product/process improvements.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Train and mentor junior support technicians.
- Ensure adherence to company policies and procedures for technical support.
- Collaborate with engineering and product development teams on bug fixes and enhancements.
- Manage the deployment and maintenance of support tools and software.
- Gather customer feedback to improve support services and product usability.
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4
Senior Technical Support Engineer
S1 1DA Handsworth Hill, Yorkshire and the Humber
£40000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is searching for a highly skilled Senior Technical Support Engineer to join their dedicated support team. This is a fully remote position, allowing you to provide expert technical assistance to clients from anywhere in the UK. You will be responsible for troubleshooting complex technical issues, providing in-depth product support, and ensuring customer satisfaction. This role demands a proactive approach to problem-solving and a deep understanding of our software and systems.
Key Responsibilities:
Key Responsibilities:
- Respond to and resolve escalated customer technical support issues via phone, email, and chat in a timely and professional manner.
- Diagnose, troubleshoot, and resolve hardware, software, and network problems for a diverse customer base.
- Provide in-depth technical guidance and support on product functionality, configuration, and best practices.
- Create and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product development and engineering teams for product improvement.
- Assist in the training and mentoring of junior support engineers.
- Manage and prioritize a queue of support tickets, ensuring all issues are addressed within defined service level agreements (SLAs).
- Collaborate with other departments, including engineering and sales, to ensure customer success.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Proactively identify opportunities to improve customer self-service resources.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in technical support or a similar customer-facing technical role.
- Expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications.
- Strong understanding of hardware components and their interdependencies.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently, manage time effectively, and thrive in a fast-paced remote environment.
- Familiarity with scripting languages (e.g., PowerShell, Python) is a plus.
- Customer-focused attitude with a passion for delivering outstanding support.
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5
Apprentice Technical Support Specialist
S1 1DA Handsworth Hill, Yorkshire and the Humber
£18000 annum (appr
WhatJobs
Posted 1 day ago
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Job Description
Our client is offering an exciting opportunity for enthusiastic individuals to join their team as Apprentice Technical Support Specialists. This is a fantastic entry-level role designed for those passionate about technology and eager to develop a career in IT support. As an apprentice, you will receive comprehensive training and mentorship while working towards recognized qualifications. You will be responsible for providing first-line technical support to end-users, assisting with hardware, software, and network issues. This includes troubleshooting problems, answering technical queries, and guiding users through step-by-step solutions. Key responsibilities will involve diagnosing and resolving common technical issues, escalating complex problems to senior technicians when necessary, and documenting support requests and resolutions accurately in our ticketing system. You will learn to install, configure, and maintain computer hardware and software, ensuring systems are running efficiently and securely. The role requires excellent communication skills, patience, and a customer-centric approach. You will gain hands-on experience with a variety of IT systems and software, developing a strong foundation in technical troubleshooting and problem-solving. The ideal candidate will be a quick learner, possess strong analytical skills, and demonstrate a genuine interest in technology. While prior experience is not essential, a basic understanding of computer systems and troubleshooting concepts would be advantageous. This apprenticeship offers a structured learning path, combining practical on-the-job training with theoretical study. It's a great way to gain valuable skills, build a professional network, and embark on a rewarding career in the IT sector. This role is fully remote, allowing you to train and work from the comfort of your home. We are looking for individuals who are motivated, adaptable, and keen to learn.
Responsibilities:
Responsibilities:
- Provide first-line technical support to end-users via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network-related issues.
- Install, configure, and update software and hardware components.
- Document support tickets, resolutions, and user guidance accurately.
- Escalate complex technical problems to senior support staff when required.
- Assist users with basic IT queries and guide them through troubleshooting steps.
- Learn and apply IT best practices for system maintenance and security.
- Participate in ongoing training and development programs to build technical expertise.
- Contribute to knowledge base articles and FAQs for common issues.
- Enthusiasm for technology and a desire to learn IT support skills.
- Strong communication and interpersonal abilities.
- Good problem-solving and analytical thinking skills.
- Ability to work independently and manage time effectively in a remote setting.
- Basic understanding of computer systems, operating systems (Windows/macOS), and networking concepts is a plus.
- Willingness to undertake formal apprenticeship training and study.
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6
Senior Technical Support Engineer
S1 4DA Sheffield, Yorkshire and the Humber
£40000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is a fast-growing software company seeking a highly proficient and customer-focused Senior Technical Support Engineer to join their remote support team. This role is critical in providing advanced technical assistance to our diverse client base, resolving complex software and system issues, and contributing to the continuous improvement of our support processes. You will act as a point of escalation for challenging technical problems, analyse root causes, and develop effective solutions. The ideal candidate will possess a deep understanding of our software products, strong troubleshooting skills, and excellent communication abilities. Experience with enterprise-level software support, database management, and network troubleshooting is essential. This is a fully remote position, requiring excellent self-management, communication, and collaboration skills. You will be responsible for documenting technical solutions, contributing to knowledge base articles, and collaborating with engineering teams to relay customer feedback and identify product enhancements. Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Troubleshoot and resolve complex software and system issues, acting as an escalation point.
- Analyse customer issues, identify root causes, and implement effective solutions.
- Document technical solutions and create comprehensive knowledge base articles.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Assist in the training and mentoring of junior support staff.
- Manage and prioritise a queue of technical support tickets.
- Contribute to the development and refinement of support processes and procedures.
- Ensure high levels of customer satisfaction through timely and effective problem resolution.
- Maintain up-to-date knowledge of the company's products and services.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support or a related role, preferably in a SaaS environment.
- Proven experience troubleshooting complex software applications and systems.
- Strong understanding of operating systems (Windows, Linux), networking protocols, and databases (SQL).
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional written and verbal communication skills.
- Ability to explain technical concepts to both technical and non-technical audiences.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Self-motivated with the ability to work independently in a remote setting.
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7
Senior Technical Support Specialist
S1 1 Sheffield, Yorkshire and the Humber
£35000 Annually
WhatJobs
Posted 7 days ago
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Job Description
Our client, a rapidly growing technology firm, is seeking an experienced Senior Technical Support Specialist to join their dedicated team. This role, based in our Sheffield, South Yorkshire office, offers a hybrid working arrangement, providing flexibility between on-site support and remote issue resolution. You will be the primary point of escalation for complex technical issues, providing advanced troubleshooting and resolution for our diverse client base. Your responsibilities will include diagnosing and resolving intricate hardware, software, and network problems, documenting solutions, and contributing to the knowledge base. You will also mentor junior support staff, conduct training sessions, and identify recurring issues to propose systemic improvements. A proactive approach to customer satisfaction and a commitment to delivering exceptional technical support are paramount.
The successful candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with a significant portion in a senior or escalation role, is required. Demonstrated expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common business applications is essential. Experience with remote support tools and IT service management (ITSM) software is highly desirable. Strong analytical and problem-solving skills, coupled with excellent communication and interpersonal abilities, are critical for effectively interacting with clients and internal teams. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. You must be capable of managing multiple priorities in a fast-paced environment and contributing to team success in both on-site and remote capacities.
The successful candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with a significant portion in a senior or escalation role, is required. Demonstrated expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common business applications is essential. Experience with remote support tools and IT service management (ITSM) software is highly desirable. Strong analytical and problem-solving skills, coupled with excellent communication and interpersonal abilities, are critical for effectively interacting with clients and internal teams. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. You must be capable of managing multiple priorities in a fast-paced environment and contributing to team success in both on-site and remote capacities.
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8
Senior Technical Support Engineer
S1 2GY Sheffield, Yorkshire and the Humber
£45000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company renowned for its cutting-edge enterprise solutions, is actively seeking a highly skilled Senior Technical Support Engineer to join their distributed, fully remote support team. This critical role involves providing advanced technical assistance to a global customer base, troubleshooting complex software issues, and contributing to the continuous improvement of our client's products and support resources. You will be the frontline expert, tackling intricate problems related to software installation, configuration, integration, and performance across diverse IT environments. The ideal candidate will possess deep technical knowledge of enterprise software, operating systems (Windows Server, Linux), networking concepts (TCP/IP, DNS, firewalls), and database technologies (SQL). Responsibilities include managing support tickets, diagnosing and resolving escalated issues, documenting solutions in a knowledge base, and collaborating with engineering and product teams to identify and address product bugs and enhancement opportunities. You will also play a key role in training and mentoring junior support engineers, sharing your expertise and best practices. Excellent communication skills are essential, as you will be interacting with customers at all technical levels, clearly explaining complex issues and solutions. A proactive approach to problem-solving, strong analytical skills, and the ability to work independently in a remote setting are paramount. This position offers the opportunity to work with a talented team, shape customer success, and contribute to the evolution of industry-leading technology, all from the convenience of your home office. We are looking for individuals who are passionate about technology, dedicated to customer satisfaction, and eager to grow within a supportive, remote-first culture. Your ability to manage your time effectively, prioritize tasks, and maintain composure under pressure will be key to your success. This role requires a commitment to delivering exceptional technical support and contributing positively to the team's collaborative spirit.
Responsibilities:
Responsibilities:
- Provide advanced technical support for enterprise software products.
- Diagnose, troubleshoot, and resolve complex customer issues remotely.
- Manage and prioritize a queue of escalated support tickets.
- Document technical solutions and create knowledge base articles.
- Collaborate with engineering teams to identify and resolve product defects.
- Contribute to product improvement by providing customer feedback.
- Mentor and provide guidance to junior technical support staff.
- Develop and deliver remote technical training sessions.
- Ensure high levels of customer satisfaction through effective problem-solving.
- Maintain accurate records of customer interactions and issue resolution.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, preferably for SaaS products.
- In-depth knowledge of operating systems (Windows Server, Linux).
- Strong understanding of networking protocols and concepts.
- Experience with SQL and database troubleshooting.
- Excellent analytical and problem-solving skills.
- Superior written and verbal communication skills.
- Ability to explain technical concepts to non-technical users.
- Proven ability to work independently and manage time effectively in a remote environment.
- Experience with CRM and ticketing systems.
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9