84 Senior IT Support Engineers jobs in Andover
Technical Support Advisor (Great Training)
Andover, South East
Rise Technical Recruitment Limited
Posted today
Job Viewed
Job Description
Job Description
Technical Support Advisor (Great Training)
£26,000 - £28,000 + Full Training + Close Knit Team + 25 Days Holiday + Company Bonus + Flexitime + Head Insurance + Monday - Friday, 37.5 hours + Progression
Commutable from Andover, Basingstoke, Thatcham, Marlborough, Devizes, Warminster, Salisbury, Winchester, Eastleigh, Romsey, Farnham, Newbury, Whitchurch, and surrounding areas
Are you an outgoing custo.
ZIPC1_UKTJ
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0
Lead Customer Support Specialist (Technical)
SO14 1AA Southampton, South East
£35000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company renowned for its innovative software solutions, is seeking an experienced and customer-focused Lead Customer Support Specialist to join their team in Southampton, Hampshire, UK . In this key role, you will be responsible for managing the day-to-day operations of the customer support function, ensuring exceptional service delivery and driving customer satisfaction. You will lead a team of support specialists, provide advanced technical troubleshooting, and contribute to the continuous improvement of support processes and resources. This is an excellent opportunity for an individual with a passion for technology and a commitment to providing outstanding customer experiences.
Key Responsibilities:
The ideal 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 customer support, with at least 2 years in a lead or supervisory role, is required. Proven experience in troubleshooting complex technical issues, preferably within a SaaS environment, is essential. Strong understanding of ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools is necessary. Excellent communication, interpersonal, and problem-solving skills are paramount. The ability to remain calm and professional under pressure, and to effectively manage customer expectations, is crucial. A patient, empathetic, and customer-centric approach is a must. Familiarity with agile development methodologies is a plus. This role requires occasional presence in the office for team collaboration and strategic meetings.
Key Responsibilities:
- Lead and mentor a team of customer support specialists, providing guidance, training, and performance management.
- Handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Monitor support queues and ensure adherence to service level agreements (SLAs).
- Analyze customer feedback and support ticket trends to identify areas for product improvement and process enhancement.
- Collaborate with product development and engineering teams to report bugs and advocate for feature enhancements based on customer needs.
- Onboard and train new support team members.
- Assist in the development and delivery of customer support training programs.
- Contribute to the creation of support metrics and reporting dashboards.
- Ensure consistent application of company policies and procedures within the support team.
- Proactively identify opportunities to improve the customer support experience.
- Participate in cross-functional meetings to represent the customer support perspective.
The ideal 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 customer support, with at least 2 years in a lead or supervisory role, is required. Proven experience in troubleshooting complex technical issues, preferably within a SaaS environment, is essential. Strong understanding of ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools is necessary. Excellent communication, interpersonal, and problem-solving skills are paramount. The ability to remain calm and professional under pressure, and to effectively manage customer expectations, is crucial. A patient, empathetic, and customer-centric approach is a must. Familiarity with agile development methodologies is a plus. This role requires occasional presence in the office for team collaboration and strategic meetings.
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1
Senior Customer Support Specialist - Technical
SO15 1GQ Southampton, South East
£28000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their dedicated technical support team in Southampton, Hampshire, UK . This role is crucial in providing exceptional assistance to customers facing technical challenges with our products and services. You will be responsible for troubleshooting complex issues, guiding users through solutions, and ensuring a positive customer experience. The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a genuine passion for helping others. Your responsibilities will include diagnosing and resolving technical problems, documenting customer interactions and solutions, and escalating unresolved issues to higher technical tiers when necessary. You will also contribute to the knowledge base by creating helpful articles and FAQs. The ability to explain technical concepts in a clear and understandable manner to non-technical users is paramount. We are looking for a proactive problem-solver who can manage multiple inquiries simultaneously, maintain a high level of customer satisfaction, and contribute to the continuous improvement of our support processes. This role offers a fantastic opportunity to grow within a supportive and dynamic team, further developing your technical expertise and customer service skills.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex hardware and software issues.
- Guide customers through product setup, installation, and usage, offering clear and concise instructions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product) while maintaining ownership of customer satisfaction.
- Contribute to the development and maintenance of the customer support knowledge base with helpful articles and FAQs.
- Identify trends in customer issues and provide feedback to product and engineering teams for product improvement.
- Train and mentor junior support staff on technical troubleshooting and customer service best practices.
- Maintain a high level of customer satisfaction through timely and effective issue resolution.
- Stay up-to-date with product updates and technical advancements.
- Proven experience (4+ years) in a technical customer support or helpdesk role.
- Strong troubleshooting skills for software and hardware issues.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to a non-technical audience.
- Familiarity with CRM software and ticketing systems.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving abilities and attention to detail.
- A customer-centric approach with a passion for providing outstanding service.
- Experience working in a hybrid environment, collaborating with team members both in-office and remotely.
- Technical certifications or a degree in a related field are a plus.
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2
Senior Customer Support Specialist - Technical
SO14 0AA Southampton, South East
£30000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is a rapidly expanding technology company seeking a dedicated and technically adept Senior Customer Support Specialist to join their fully remote team. This role is crucial for providing exceptional technical assistance to a global customer base, resolving complex issues, and contributing to the continuous improvement of our products and support processes. You will be the first point of contact for customers experiencing technical difficulties, requiring excellent problem-solving skills, deep product knowledge, and the ability to communicate technical information clearly and concisely. The ideal candidate will have a passion for customer service, a strong technical aptitude, and thrives in a remote-first, collaborative environment.
Responsibilities:
Responsibilities:
- Provide timely and effective technical support to customers via multiple channels (e.g., email, chat, phone, ticketing system).
- Diagnose and troubleshoot complex software and hardware issues, identifying root causes and implementing solutions.
- Escalate unresolved issues to relevant internal teams (e.g., engineering, product) with detailed documentation.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Educate customers on product features and best practices to enhance their user experience.
- Gather customer feedback and report product issues or enhancement suggestions to the product development team.
- Monitor customer support queues and ensure all service level agreements (SLAs) are met.
- Assist in training junior support staff and sharing technical expertise.
- Contribute to the improvement of support processes and tools to enhance efficiency and customer satisfaction.
- Represent the company professionally and courteously in all customer interactions.
- Proven experience as a Technical Support Specialist or in a similar customer-facing technical role.
- Strong understanding of software applications, operating systems, and common IT troubleshooting techniques.
- Excellent analytical and problem-solving skills with a methodical approach to issue resolution.
- Exceptional communication (verbal and written) and interpersonal skills.
- Ability to explain complex technical concepts to non-technical users.
- Proficiency with helpdesk software and CRM systems.
- Experience working in a remote team environment is highly desirable.
- Ability to manage multiple priorities and work effectively under pressure.
- A proactive attitude and a commitment to delivering outstanding customer service.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
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3
Senior Customer Support Specialist - Technical
SO14 2AY Southampton, South East
£30000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and motivated Senior Customer Support Specialist to join their team in **Southampton, Hampshire, UK**. This role is perfect for an individual with a passion for providing exceptional customer service and a strong aptitude for technical problem-solving. As a Senior Specialist, you will be the first point of escalation for complex customer issues, providing timely and effective solutions. You will be responsible for handling inbound inquiries via phone, email, and chat, diagnosing technical problems, and guiding customers through troubleshooting steps. This position requires a deep understanding of the company's products and services, excellent communication skills, and the ability to remain calm and professional under pressure. You will also play a key role in training and mentoring junior support staff, contributing to the overall efficiency and effectiveness of the customer service department. This is an excellent opportunity to grow within a supportive and forward-thinking organization.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for customers experiencing issues with our products/services.
- Respond to customer inquiries via multiple channels (phone, email, live chat) in a timely and professional manner.
- Diagnose, document, and resolve complex technical problems, escalating to higher-level support when necessary.
- Clearly and effectively communicate technical solutions to non-technical customers.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Train and mentor new and existing customer support team members on technical aspects and best practices.
- Identify recurring customer issues and provide feedback to the product development team for improvements.
- Contribute to the development and implementation of customer service policies and procedures.
- Monitor customer satisfaction metrics and strive to exceed service level agreements.
- Act as a subject matter expert for specific product lines or technical areas.
- Proven experience in a technical customer support role, with at least 3 years in a senior or lead capacity.
- Strong technical aptitude and troubleshooting skills, with the ability to quickly learn new software and systems.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple tasks simultaneously and prioritize effectively.
- Strong problem-solving skills and attention to detail.
- Adept at de-escalating situations and handling difficult customers with empathy and professionalism.
- Experience in training or mentoring junior staff is highly desirable.
- Familiarity with (mention a relevant industry, e.g., SaaS, E-commerce, Telecommunications) is a plus.
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4
Remote Customer Support Specialist - Technical
SO15 2NP Southampton, South East
£28000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Are you a patient, empathetic, and technically adept individual passionate about helping others resolve their issues? Our client, a rapidly growing tech company, is seeking a dedicated Remote Customer Support Specialist with a strong technical aptitude to join their globally distributed support team. This is a fully remote position, allowing you to work from the comfort of your home office anywhere in the UK. You will be the first point of contact for customers experiencing technical challenges with our client's innovative software solutions, providing timely and effective resolutions.
In this critical role, you will handle a variety of customer inquiries via email, chat, and phone, diagnosing and troubleshooting technical problems with professionalism and efficiency. You will delve into complex issues, utilizing your problem-solving skills to guide customers through step-by-step solutions, and escalate unresolved issues to higher technical tiers when necessary. A key aspect of this role involves meticulously documenting all customer interactions, technical issues, and resolutions in our client's CRM system to build a comprehensive knowledge base and identify recurring problems. You will also contribute to the creation and maintenance of support documentation, FAQs, and user guides to empower customers with self-service resources.
The ideal candidate will possess exceptional communication skills, both written and verbal, with the ability to explain technical concepts in a clear and understandable manner to a non-technical audience. You should have a proven track record in customer service, preferably within a technical support environment. Familiarity with common operating systems (Windows, macOS), web browsers, and basic networking concepts is essential. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software is highly desirable. A proactive approach to learning new technologies and a genuine desire to assist customers are paramount. While a degree is not strictly required, demonstrable technical proficiency and a strong understanding of software applications are necessary. You must be self-motivated, organized, and able to manage your workload effectively in a remote setting, demonstrating excellent time management and a commitment to meeting service level agreements. This role offers a fantastic opportunity to develop your career in a supportive, remote-first environment with opportunities for growth and advancement.
In this critical role, you will handle a variety of customer inquiries via email, chat, and phone, diagnosing and troubleshooting technical problems with professionalism and efficiency. You will delve into complex issues, utilizing your problem-solving skills to guide customers through step-by-step solutions, and escalate unresolved issues to higher technical tiers when necessary. A key aspect of this role involves meticulously documenting all customer interactions, technical issues, and resolutions in our client's CRM system to build a comprehensive knowledge base and identify recurring problems. You will also contribute to the creation and maintenance of support documentation, FAQs, and user guides to empower customers with self-service resources.
The ideal candidate will possess exceptional communication skills, both written and verbal, with the ability to explain technical concepts in a clear and understandable manner to a non-technical audience. You should have a proven track record in customer service, preferably within a technical support environment. Familiarity with common operating systems (Windows, macOS), web browsers, and basic networking concepts is essential. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software is highly desirable. A proactive approach to learning new technologies and a genuine desire to assist customers are paramount. While a degree is not strictly required, demonstrable technical proficiency and a strong understanding of software applications are necessary. You must be self-motivated, organized, and able to manage your workload effectively in a remote setting, demonstrating excellent time management and a commitment to meeting service level agreements. This role offers a fantastic opportunity to develop your career in a supportive, remote-first environment with opportunities for growth and advancement.
This advertiser has chosen not to accept applicants from your region.
5
Remote Customer Support Specialist - Technical
SO14 0LW Southampton, South East
£25000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote team. This role is crucial in ensuring our customers receive exceptional service and timely resolution to their queries. As a remote-first organization, we foster a collaborative and supportive virtual environment where you can thrive. You will be the first point of contact for customers, providing technical assistance and guidance across a range of products and services. This position offers the flexibility to work from anywhere in the UK, provided you have a stable internet connection and a conducive home office setup.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via multiple channels, including email, phone, and live chat, in a professional and timely manner.
- Diagnose and troubleshoot technical issues reported by customers, offering clear and effective solutions.
- Guide customers through product features, installation processes, and troubleshooting steps.
- Escalate complex issues to the relevant internal teams when necessary, ensuring follow-up and resolution.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Contribute to the knowledge base by documenting common issues and solutions.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Proactively engage with customers to ensure satisfaction and build lasting relationships.
- Adhere to service level agreements (SLAs) and quality standards.
- Participate in ongoing training sessions to stay updated on product knowledge and support techniques.
- Proven experience in a customer service or technical support role.
- Excellent communication and active listening skills, with a patient and friendly demeanor.
- Strong problem-solving abilities and the capacity to think critically under pressure.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Comfortable working with technology and learning new software applications quickly.
- Ability to work independently and manage workload effectively in a remote environment.
- A dedicated home workspace with a reliable high-speed internet connection.
- Experience with (Specific Product/Service - e.g., SaaS platforms) is a significant advantage.
- Ability to adapt to a fast-paced and evolving work environment.
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6
Customer Support Specialist - Technical Products
SO14 1AA Southampton, South East
£25000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative technology solutions, is seeking a highly motivated and customer-focused Customer Support Specialist to join their dedicated, fully remote support team. This role is crucial in ensuring our customers receive exceptional technical assistance, troubleshooting, and guidance related to our product suite. You will be the first point of contact for customer inquiries, utilizing your technical aptitude and communication skills to resolve issues efficiently and effectively. This is an excellent opportunity for an individual passionate about technology and customer service to grow their career in a flexible, remote work environment. Responsibilities:
- Respond promptly and professionally to customer inquiries via email, phone, and chat regarding technical product issues.
- Diagnose and troubleshoot complex technical problems, providing clear and concise solutions.
- Guide customers through product setup, usage, and maintenance procedures.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Collaborate with technical teams to escalate unresolved issues and ensure timely resolution.
- Develop and maintain a deep understanding of the company's products and services.
- Create and update support documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Ensure a high level of customer satisfaction through empathetic and effective support.
- Participate in ongoing training to enhance product knowledge and technical skills.
- Actively contribute to team discussions and process improvements within the remote support structure.
- Proven experience (2+ years) in a customer support or technical helpdesk role, preferably with technology products.
- Excellent troubleshooting and problem-solving skills.
- Strong understanding of software applications and hardware concepts.
- Exceptional written and verbal communication skills, with the ability to explain technical information clearly to non-technical users.
- Proficiency in using helpdesk software and CRM systems.
- Ability to work independently and manage time effectively in a remote setting.
- A customer-centric approach with a genuine desire to help others.
- Patience, empathy, and a professional demeanor.
- Familiarity with IT support tools and remote assistance software is advantageous.
- Ability to adapt quickly to new technologies and product updates.
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7
Senior Customer Support Specialist - Technical
SO14 0RF Southampton, South East
£30000 Annually
WhatJobs
Posted 20 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a dedicated and highly skilled Senior Customer Support Specialist to join their team in Southampton, Hampshire, UK . This role is crucial in providing exceptional technical assistance and ensuring customer satisfaction with our innovative products and services.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and live chat, resolving complex issues efficiently and effectively.
- Diagnose and troubleshoot software and hardware problems, escalating critical issues to relevant departments when necessary.
- Develop and maintain comprehensive knowledge base articles, FAQs, and user guides to empower customers and internal support teams.
- Train and mentor junior customer support representatives, sharing expertise and best practices.
- Analyze customer feedback and support trends to identify areas for product improvement and service enhancement.
- Collaborate with product development and engineering teams to relay customer insights and contribute to product enhancements.
- Manage customer escalations with a high degree of professionalism and empathy, ensuring swift resolution and customer retention.
- Contribute to the development and implementation of customer support policies and procedures.
- Achieve and exceed key performance indicators (KPIs) related to response times, resolution rates, and customer satisfaction.
- A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 4 years of experience in a customer support or technical helpdesk role, with a strong focus on troubleshooting complex technical issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Excellent problem-solving and analytical skills, with the ability to think critically under pressure.
- Exceptional communication and interpersonal skills, with a patient and customer-centric approach.
- Experience with CRM software and support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to effectively document technical information and procedures.
- Demonstrated ability to work independently and as part of a team.
- Experience in a leadership or mentoring role is a plus.
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8
Senior Customer Support Specialist - Technical
SO14 2AA Southampton, South East
£30000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client, a dynamic technology firm, is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their completely remote support team. This role is perfect for an individual passionate about technology and dedicated to providing exceptional customer experiences. You will be the primary point of contact for customers facing technical challenges with our client's innovative software solutions. Your responsibilities will include troubleshooting complex technical issues, guiding users through software functionalities, resolving inquiries via multiple channels (phone, email, chat), and escalating unresolved problems to the appropriate internal teams. The ideal candidate will possess a deep understanding of software applications, strong analytical and problem-solving abilities, and a proven track record of delivering outstanding customer service in a technical support environment. You should be adept at communicating technical information clearly and concisely to users with varying levels of technical expertise. This position requires excellent interpersonal skills, patience, and the ability to remain calm and effective under pressure. You will also contribute to the development of support documentation, FAQs, and knowledge base articles to empower customers and internal teams. The ability to work independently, manage your time effectively, and contribute positively to a remote team culture is essential. We are looking for individuals who are proactive, eager to learn, and committed to customer satisfaction. Your role will be crucial in ensuring our client's customers achieve maximum value from their products. This fully remote position offers the flexibility to work from anywhere in the UK, providing a healthy work-life balance while engaging in challenging and rewarding work. Join us and become a vital part of a supportive team committed to technological excellence and unparalleled customer care. Your expertise will directly contribute to the reputation and success of our client's products and services.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex software and hardware issues.
- Guide customers through product features and troubleshooting steps.
- Escalate technical issues to Tier 2/3 support or development teams when necessary.
- Create and maintain comprehensive support documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback to product and development teams.
- Ensure timely and accurate resolution of customer inquiries.
- Contribute to customer satisfaction and retention efforts.
- Train and mentor junior support staff.
- Proven experience in a Senior Customer Support or Technical Support role.
- Strong technical aptitude and proficiency with software troubleshooting.
- Excellent communication, interpersonal, and active listening skills.
- Ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, HubSpot).
- Familiarity with SaaS products and cloud-based environments.
- Problem-solving skills and a customer-centric approach.
- Ability to work independently in a remote setting.
- Associate's or Bachelor's degree in IT, Computer Science, or a related field is a plus.
This advertiser has chosen not to accept applicants from your region.
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