2,457 Senior Support Specialist jobs in the United Kingdom

Customer Support Agent – Professional Opportunity

Our Client is seeking a dedicated and proactive Customer Support Agent to join their growing team. This role is pivotal in providing exceptional support to users, responding to queries, and delivering solutions within established SLA parameters. If you have a keen eye for detail, a customer-first mindset, and a drive to grow your career in a dynamic environment, this opportunity is for you.

Role Overview

As a Customer Support Agent, you will manage incoming support requests, diagnose technical issues, and collaborate with internal teams to ensure prompt and effective resolution. You’ll play a critical role in enhancing user experiences and identifying opportunities for service improvements, all while embodying professionalism and technical aptitude.

Key Responsibilities

Efficiently manage inbound support tickets via phone and email, ensuring prompt triage and prioritization.

Document and oversee support requests using ticketing systems, maintaining transparency with clients throughout the process.

Diagnose and resolve technical issues, escalating when necessary.

Liaise with internal stakeholders to expedite resolutions and manage application configuration changes.

Deliver top-tier front-line support, combining technical and non-technical solutions to meet diverse client needs.

Identify process optimization opportunities and provide feedback for product and service enhancements.

Assist in creating and maintaining user documentation and knowledge base resources.

Support clients and colleagues during live software implementations.

Maintain excellent relationships with clients, team members, and third-party collaborators.

Skills & Qualifications

Proven experience in a customer support environment, ideally within finance software.

Exceptional verbal and written communication skills.

Self-motivated with strong organizational and prioritization abilities.

Confident problem solver with a collaborative approach and a keen focus on delivering results.

Proficient in MS Office applications, particularly Excel.

Adaptable, flexible, and dedicated to providing a high standard of service.

Why Join?

Our client offers a professional yet supportive environment where you’ll be empowered to develop your skills, contribute to impactful solutions, and be part of a team that values growth and innovation.

Take the next step in your career by applying for this exciting opportunity with a forward-thinking company dedicated to excellence in customer service.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
• Provide detailed information about products, services, and company policies.
• Maintain accurate customer records and document all interactions in the CRM system.
• Identify opportunities to improve customer satisfaction and loyalty.
• Assist with customer onboarding and provide training on product usage.
• Gather customer feedback and report insights to the management team to help improve offerings.
• Collaborate with sales and technical teams to ensure seamless customer experiences.
• Contribute to the development and maintenance of helpdesk documentation and FAQs.
• Handle complaints and difficult situations with patience and professionalism.

• Proven customer support experience or experience as a client service representative.
• Strong communication and active listening skills.
• Excellent written and verbal communication abilities.
• Proficiency in using CRM systems and helpdesk software.
• Ability to multitask, prioritize, and manage time effectively.
• Patience and empathy when dealing with customer issues.
• A proactive approach to problem-solving.
• Familiarity with basic IT troubleshooting is a plus.
• High school diploma or equivalent; college degree is an advantage.
• Ability to work effectively both independently and as part of a hybrid team.

• Respond to customer inquiries via email, chat, and phone.
• Provide timely and effective solutions to customer issues.
• Troubleshoot technical problems and guide users through solutions.
• Process customer requests, returns, and exchanges efficiently.
• Escalate complex issues to relevant departments for resolution.
• Maintain accurate customer records in the CRM system.
• Gather customer feedback to identify areas for improvement.
• Adhere to service level agreements (SLAs) and company policies.
• Contribute to a positive customer experience and build customer loyalty.
• Stay updated on product knowledge and support procedures.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 2 years of experience in customer service or a related role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric attitude.
• Familiarity with (Specific Industry or Product Type) is a plus.
• Ability to multitask and handle stressful situations calmly.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing accurate and helpful solutions.
• Educate customers on product features, functionalities, and best practices.
• Process orders, returns, and exchanges according to company policies.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to relevant departments when necessary.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Maintain a high level of product knowledge and stay updated on company offerings.
• Contribute to team efforts by achieving personal and team performance goals.
• Uphold the company's commitment to customer satisfaction and service excellence.
• Assist in training new team members on support procedures and best practices.
• Gather customer feedback to identify areas for service improvement.
• Handle customer complaints with patience and professionalism, aiming for satisfactory resolutions.
• Ensure all customer data is handled confidentially and in compliance with privacy regulations.
• Participate in regular team meetings to discuss performance and share insights.

• Proven experience in a customer service or customer support role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and active listening skills.
• Ability to remain calm and professional under pressure.
• Proficiency with CRM software and helpdesk ticketing systems.
• A patient and empathetic approach to customer interactions.
• Ability to multitask and manage time effectively.
• Strong attention to detail.
• A team player with a positive attitude.
• High school diploma or equivalent; further education or certification in a related field is a plus.
• Experience with (mention specific industry if applicable, e.g., SaaS products, retail services) is beneficial.
• Availability to work standard office hours in Nottingham .