39 Service Providers jobs in Brightons
Client Services Advisor
Glasgow, Scotland
Jones Whyte
Posted today
Job Viewed
Job Description
Role: Client Services Advisor
Place of work: Glasgow, City Centre
Contract type: Permanent, 35 hours per week
Working Hours: Monday-Friday, 9am-5pm
Do you have a passion for providing excellent service? Do you have experience in a sales/customer service role? If so, Jones Whyte has the perfect opportunity for you!
Jones Whyte is an established law firm based in Glasgow, specialising in providing comprehensive legal services to individuals and businesses. With a strong commitment to excellence and client satisfaction, we are dedicated to delivering innovative solutions and exceptional legal advice tailored to our clients' needs.
The Role
We are seeking a Client Services Advisor to join our dynamic and fast-paced Client Services department, specifically working within our Private Client Bereavement team.
In this role, you will be responsible for handling and converting both inbound and outbound enquiries, ensuring potential clients receive the best possible service. Each of our Client Services sub-team specialises in managing enquiries related to a specific area of the firm, providing tailored support to those in need. Our Private Client Bereavement team support clients who are dealing with a bereavement and require support in the administration of an estate.
You will work closely with a dedicated Team Leader and a supportive team of Client Services Advisors. Collaboration is key, as our department works together to ensure every client enquiry is addressed efficiently and professionally.
There is the option to work hybrid, with at least 3 days in the Glasgow office, upon completion of office-based training.
This role presents an opportunity for the right candidate to develop personally and professionally within the firm and gain promotion. No legal experience is necessary, but would be desirable, as full training will be provided. Customer service with call handling background is essential.
Responsibilities
- To respond to inbound and outbound calls, emails, and web enquiries (warm leads) from existing, new, and returning clients looking for legal advice and services
- To generate quotations and ensure that prospective clients have an excellent experience as soon as they contact our firm
- Talking to clients to understand their requirements and selecting services to suit
- Handling leads from multiple channels and controlling them through our leads management system
- Meeting Jones Whyte KPIs/Targets to support the wider needs of the business
- Adhering to and putting into practice all Jones Whyte policies and procedures in a professional and confidential manner
- Using initiative and incentives to promote referral opportunities and liaise with other departments within the business to identify and meet client needs
- Taking payments online and over the phone
- Producing contracts and managing e-sign processes
- Liaising throughout with our solicitors to ensure clients receive fast and accurate legal advice
- Providing an efficient, professional service to clients at all times
- Attending and contributing to weekly team meetings
Key Attributes
- Excellent communication
- Ability to build rapport quickly with others
- Professional, confident & courteous phone manner
- Basic computing & IT skills (MS Office applications)
- Positive forward-thinking mind-set
- Customer focus
- Results driven mind-set
- Experience of sales, customer service and/or contact centres
- Experience working towards daily/monthly KPIs/targets
Desirable but not essential:
- Experience working in a law firm
- Experience working with HubSpot
Company Benefits & Perks
- Competitive salary & Monthly Commission
- 23 days holiday plus 8 bank holidays.
- Holiday Loyalty Scheme: Up to 5 additional days
- Buy and Sell up to 3 holiday days each year
- Enhanced maternity and paternity benefits
- Wellbeing Support
- Annual Company Day out
- Hybrid working and modern Glasgow office
- Birthday early finish and regular team events
This advertiser has chosen not to accept applicants from your region.
0
Client Services Analyst Pension Transfers
G2 4QE Glasgow, Scotland
Greenbean
Posted 1 day ago
Job Viewed
Job Description
Client Services Analyst Pension Transfers
Location: Glasgow
Salary: £25-27k DOE + up to 10% bonus
Hours: 35 hours per week, Monday Friday
Working Pattern: Hybrid (2 Days office / 3 days at home after training)
Were looking for aClient Services Analyst Pension Transfers to join our Operations team in Glasgow. If you enjoy problem-solving, delivering excellent service, and supporting others to achieve.
WHJS1_UKTJ
This advertiser has chosen not to accept applicants from your region.
1
IT Technical Support Engineer
East Kilbride, Scotland
NTT America, Inc.
Posted today
Job Viewed
Job Description
**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The IT Technical Support Engineer is a seasoned subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.
This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.
**Key responsibilities:**
+ Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
+ Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
+ Proactively identifies problems, events, incidents, and errors prior to or when they occur.
+ Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
+ Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
+ Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
+ Reports and escalates complex issues to 3rd party vendors.
+ Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
+ Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
+ Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
+ Updates incidents, requests, problems, and/or events with progress and resolution details.
+ Performs any other related task as required.
**To thrive in this role, you need to have:**
+ Ability to communicate well and to capture all pertinent details when required.
+ Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
+ Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
+ Passion for achieving or exceeding expectations.
+ Excellent written and verbal communication skills.
+ Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
+ Ability to work well in a pressurized environment
+ Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
+ Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
+ Stays up to date with latest relevant IT technology, trends and best practices.
**Academic qualifications and certifications:**
+ Bachelor's degree or relevant qualification in IT/Computing, or related field.
+ Relevant IT certifications, such as ITIL and Microsoft 365.
**Required experience:**
+ Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
+ Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
+ Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The IT Technical Support Engineer is a seasoned subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.
This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.
**Key responsibilities:**
+ Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
+ Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
+ Proactively identifies problems, events, incidents, and errors prior to or when they occur.
+ Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
+ Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
+ Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
+ Reports and escalates complex issues to 3rd party vendors.
+ Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
+ Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
+ Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
+ Updates incidents, requests, problems, and/or events with progress and resolution details.
+ Performs any other related task as required.
**To thrive in this role, you need to have:**
+ Ability to communicate well and to capture all pertinent details when required.
+ Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
+ Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
+ Passion for achieving or exceeding expectations.
+ Excellent written and verbal communication skills.
+ Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
+ Ability to work well in a pressurized environment
+ Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
+ Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
+ Stays up to date with latest relevant IT technology, trends and best practices.
**Academic qualifications and certifications:**
+ Bachelor's degree or relevant qualification in IT/Computing, or related field.
+ Relevant IT certifications, such as ITIL and Microsoft 365.
**Required experience:**
+ Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
+ Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
+ Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
This advertiser has chosen not to accept applicants from your region.
2
Remote Technical Support Specialist
G1 1AB Glasgow, Scotland
£28000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a leading innovator in software solutions, is looking for a dedicated and skilled Remote Technical Support Specialist to join their global customer success team. This role is fully remote, allowing you to provide critical technical assistance and exceptional service to our diverse customer base from anywhere in the UK. You will be the first point of contact for customers experiencing technical difficulties with our cutting-edge products.
As a Remote Technical Support Specialist, you will diagnose, troubleshoot, and resolve software and hardware issues via phone, email, and chat. You'll need to possess a strong technical aptitude, excellent problem-solving skills, and the ability to explain complex technical concepts in a clear and concise manner to users of varying technical expertise. Building positive customer relationships and ensuring a high level of customer satisfaction will be paramount. You will also contribute to our knowledge base by documenting solutions and common issues.
Key Responsibilities:
Qualifications:
As a Remote Technical Support Specialist, you will diagnose, troubleshoot, and resolve software and hardware issues via phone, email, and chat. You'll need to possess a strong technical aptitude, excellent problem-solving skills, and the ability to explain complex technical concepts in a clear and concise manner to users of varying technical expertise. Building positive customer relationships and ensuring a high level of customer satisfaction will be paramount. You will also contribute to our knowledge base by documenting solutions and common issues.
Key Responsibilities:
- Provide timely and effective technical support to customers via multiple communication channels.
- Diagnose and resolve software and hardware issues reported by customers.
- Guide users through step-by-step solutions to their technical problems.
- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex issues to appropriate internal teams when necessary.
- Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development teams.
- Proactively engage with customers to ensure their success with our products.
- Maintain a high level of customer satisfaction through efficient and empathetic support.
- Stay up-to-date with product updates and technical advancements.
Qualifications:
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of operating systems (Windows, macOS) and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Superb communication and interpersonal skills, with the ability to communicate technical information clearly to non-technical users.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
- Familiarity with cloud-based services and SaaS platforms is a plus.
- Ability to work independently and manage time effectively in a remote work environment.
- A customer-centric approach with a commitment to delivering outstanding service.
- Associate's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
This advertiser has chosen not to accept applicants from your region.
3
Senior Technical Support Specialist
EH1 1EN Edinburgh, Scotland
£30000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Join our client's customer-focused technical support team based remotely in Edinburgh, Scotland, UK . As a Senior Technical Support Specialist, you will be the primary point of contact for advanced customer inquiries and technical issues. You will provide timely and effective solutions to complex software and hardware problems, ensuring a high level of customer satisfaction. Responsibilities include troubleshooting, diagnosing, and resolving technical issues via phone, email, and chat, escalating complex problems to engineering teams when necessary, and documenting solutions in a knowledge base. You will also mentor junior support staff, contribute to the improvement of support processes, and identify trends in customer issues to provide feedback for product development. The ideal candidate will have a minimum of 4 years of experience in technical support or a related IT role, with a strong understanding of operating systems, networking principles, and common software applications. Excellent problem-solving skills, exceptional customer service aptitude, and strong communication abilities are essential. Experience with CRM software and remote support tools is required. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. This is an excellent opportunity to advance your career in technical support within a supportive and innovative company, working entirely from home. If you are a patient, skilled troubleshooter with a passion for helping customers, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
4
Customer Service & Technical Support Specialist (Remote)
G1 1AA Glasgow, Scotland
£25000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a dedicated and technically adept Customer Service & Technical Support Specialist to join their growing remote team. This is a fully remote position, offering the flexibility to assist customers from anywhere. You will be the primary point of contact for clients, providing exceptional support and resolving technical issues related to their software products.
You will handle inquiries via phone, email, and chat, troubleshoot software problems, guide users through product features, and escalate complex issues when necessary. The ideal candidate possesses strong communication and problem-solving skills, a patient and customer-centric approach, and a solid understanding of software applications and technical troubleshooting.
Key Responsibilities:
You will handle inquiries via phone, email, and chat, troubleshoot software problems, guide users through product features, and escalate complex issues when necessary. The ideal candidate possesses strong communication and problem-solving skills, a patient and customer-centric approach, and a solid understanding of software applications and technical troubleshooting.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries regarding software functionality, troubleshooting, and technical issues.
- Provide comprehensive technical support via multiple communication channels (phone, email, chat, ticketing system).
- Diagnose and resolve software-related problems, guiding customers through step-by-step solutions.
- Document all customer interactions, issues, and resolutions accurately in the support ticketing system.
- Escalate unresolved technical issues to higher-level support teams or development, providing detailed information.
- Educate customers on product features and best practices to enhance their user experience.
- Contribute to the knowledge base by creating and updating FAQs, guides, and troubleshooting articles.
- Identify recurring customer issues and provide feedback to the product development team for product improvement.
- Maintain a high level of customer satisfaction by providing efficient and effective support.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Stay updated on product releases, updates, and new features to provide accurate support.
- Collaborate with team members to share knowledge and best practices.
- High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
- Minimum of 2 years of experience in customer service or technical support, preferably in the software or technology industry.
- Proven ability to troubleshoot and resolve software-related issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Strong interpersonal skills and a customer-centric attitude.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a remote environment.
- Familiarity with cloud-based software and SaaS products is advantageous.
- A positive attitude and a passion for helping customers.
This advertiser has chosen not to accept applicants from your region.
5
Customer Service Team Lead - Technical Support
G2 8AA Glasgow, Scotland
£30000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking an experienced and motivated Customer Service Team Lead to oversee their technical support operations. This hybrid role, based in Glasgow, will involve managing a team of customer service representatives, ensuring they provide exceptional support to our diverse client base. You will be responsible for fostering a positive and productive team environment, driving performance, and ensuring that customer inquiries and issues are resolved efficiently and effectively. A strong technical aptitude and excellent leadership skills are paramount for success in this position.
As a Team Lead, you will provide guidance, training, and mentorship to your team members, helping them to develop their skills and knowledge. Your responsibilities will include monitoring team performance, identifying areas for improvement, and implementing coaching strategies. You will handle escalated customer issues, troubleshoot complex technical problems, and ensure that service level agreements (SLAs) are consistently met. You will also contribute to the development and refinement of support processes, knowledge base articles, and customer interaction protocols. A key aspect of the role is to champion customer satisfaction and build strong, lasting relationships with our clients.
The ideal candidate will have a solid background in customer service, with proven experience in a team leadership or supervisory role within a technical support environment. You should possess excellent communication, interpersonal, and problem-solving skills, with a calm and professional demeanor. A thorough understanding of IT systems, software troubleshooting, and customer relationship management (CRM) principles is essential. You must be adept at motivating and managing a team, driving productivity, and ensuring a high level of service quality. This is an exciting opportunity to lead a dedicated team, contribute to the growth of a forward-thinking technology company, and make a significant impact on customer experience.
Key Responsibilities:
As a Team Lead, you will provide guidance, training, and mentorship to your team members, helping them to develop their skills and knowledge. Your responsibilities will include monitoring team performance, identifying areas for improvement, and implementing coaching strategies. You will handle escalated customer issues, troubleshoot complex technical problems, and ensure that service level agreements (SLAs) are consistently met. You will also contribute to the development and refinement of support processes, knowledge base articles, and customer interaction protocols. A key aspect of the role is to champion customer satisfaction and build strong, lasting relationships with our clients.
The ideal candidate will have a solid background in customer service, with proven experience in a team leadership or supervisory role within a technical support environment. You should possess excellent communication, interpersonal, and problem-solving skills, with a calm and professional demeanor. A thorough understanding of IT systems, software troubleshooting, and customer relationship management (CRM) principles is essential. You must be adept at motivating and managing a team, driving productivity, and ensuring a high level of service quality. This is an exciting opportunity to lead a dedicated team, contribute to the growth of a forward-thinking technology company, and make a significant impact on customer experience.
Key Responsibilities:
- Lead, coach, and manage a team of technical support specialists.
- Monitor team performance and provide regular feedback and training.
- Handle escalated customer issues and provide advanced technical troubleshooting.
- Ensure customer inquiries are resolved promptly and efficiently, meeting SLAs.
- Develop and implement customer service best practices and procedures.
- Contribute to the creation and maintenance of the knowledge base and FAQs.
- Analyze customer feedback and identify trends to improve service delivery.
- Collaborate with other departments to resolve customer issues.
- Maintain a high level of customer satisfaction and loyalty.
- Drive team performance and foster a positive work environment.
- Proven experience in customer service, with at least 2 years in a supervisory or team lead role.
- Experience within a technical support or IT helpdesk environment is essential.
- Strong understanding of software troubleshooting and IT systems.
- Excellent leadership, coaching, and motivational skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Proficiency in customer relationship management (CRM) software.
- Ability to manage multiple priorities and work effectively under pressure.
- A commitment to delivering outstanding customer service.
- Familiarity with ITIL or other service management frameworks is a plus.
- Ability to work effectively in a hybrid work model.
This advertiser has chosen not to accept applicants from your region.
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6
Italian speaking Electronics Technical Support
Glasgow, Scotland
Dupen Ltd
Posted 1 day ago
Job Viewed
Job Description
Fully remote helpdesk technical support position. Fluent Italian ? Do you have a love for Electronics and an understanding of the various electrical components found on a PCB or logic board? A passion for ‘IT’ and technology in general? Do you enjoy diagnosing and fixing issues with equipment (could be PCs, any electrical or electro-mechanical devices)? An interest in 3D printing? Great customer skills? If so, I’d love to hear from you!
Contrary to the above, this is not a ‘hands-on’ role; it is a fully remote (you can work from home), helpdesk / ‘service desk’ position providing support to clients who are using my customer’s systems – advanced 2D and 3D imaging devices , together with an element of IT support surrounding these networked machines.
It’s a permanent career opportunity – a position you can really settle with and grow for the long-term, with different levels of support, steadily developing to positions with a wider/global remit.
Hours: Monday to Friday , 37.5hrs (1hr lunch): 08:30 – 17:00hrs.
They have a great management team in place and the team itself is positive and collaborative.
Full and ongoing training will be given, but the client does seek a strong base level of electronics / hardware experience coupled with the IT knowledge and strong customer skills.
Language fluency: Italian and English.
In summary: a fantastic opportunity to join this hugely successful global systems company , working in a highly collaborative and supportive environment, offer a rewarding long-term career path.
Benefits: 25 days holiday, pension scheme, life insurance and health-related benefits. Services advertised by Dupen are those of an Agency.
This advertiser has chosen not to accept applicants from your region.
7
Senior Technical Support Engineer (Remote)
EH1 1AA Edinburgh, Scotland
£45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is a rapidly expanding SaaS company providing cutting-edge solutions to businesses worldwide. We are seeking an experienced Senior Technical Support Engineer to join our dedicated, fully remote customer success team. This role is critical in ensuring our clients receive outstanding technical assistance, resolving complex issues, and maximizing their use of our platform. You will serve as a primary point of contact for escalated technical support requests, leveraging your deep product knowledge and troubleshooting skills to deliver timely and effective solutions. Responsibilities include diagnosing and resolving intricate software and system issues, guiding customers through complex configurations, and managing support tickets from initial report to resolution. You will also contribute to the knowledge base by creating detailed technical documentation, FAQs, and troubleshooting guides. Proactive communication with customers, providing status updates, and managing expectations are vital. The ideal candidate will have a strong background in technical support, preferably within the SaaS industry, with a proven ability to troubleshoot complex software problems. Excellent communication, interpersonal, and customer service skills are paramount. You should be comfortable working independently in a remote environment, managing your workload efficiently, and collaborating effectively with cross-functional teams, including engineering and product management. If you are a problem-solver passionate about technology and committed to delivering exceptional customer experiences in a remote setting, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to clients via various channels (email, chat, phone).
- Diagnose, troubleshoot, and resolve complex software and system issues.
- Escalate unresolved issues to engineering teams with detailed information.
- Develop and maintain technical documentation, knowledge base articles, and FAQs.
- Guide customers through product configurations and best practices.
- Monitor customer systems and identify potential issues proactively.
- Collaborate with product and engineering teams to relay customer feedback and identify product improvements.
- Ensure high levels of customer satisfaction and retention.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 4 years of experience in technical support, preferably for SaaS products.
- Strong understanding of software applications, databases, and networking concepts.
- Proven ability to troubleshoot complex technical issues.
- Excellent communication, listening, and customer service skills.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Familiarity with cloud platforms (AWS, Azure) is a plus.
- Ability to work independently and manage time effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
8
Technical Support Specialist (Tier 2)
G2 1DH Glasgow, Scotland
£28000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a leading provider of enterprise software solutions, is looking for a highly proficient Technical Support Specialist (Tier 2) to join their customer service team in Glasgow, Scotland, UK . This role is essential in providing advanced technical assistance to clients experiencing issues with our software products, ensuring swift resolution and high customer satisfaction. You will be responsible for troubleshooting complex software problems, diagnosing issues, and providing clear, concise solutions to end-users and internal teams. This includes analysing system logs, replicating issues, and escalating unresolved problems to the development or engineering teams with detailed documentation. You will also contribute to the knowledge base by creating and updating technical articles and FAQs. Strong analytical and problem-solving skills are paramount, along with the ability to communicate technical information effectively to both technical and non-technical audiences. A minimum of 3 years of experience in a technical support or helpdesk role, with a focus on software troubleshooting, is required. Familiarity with CRM systems, ticketing systems (e.g., Zendesk, ServiceNow), and remote support tools is essential. Experience with database management, scripting languages (e.g., SQL, Python), or cloud platforms is a significant advantage. Excellent customer service skills, patience, and a passion for technology are a must. This hybrid role allows for a combination of in-office collaboration at our Glasgow hub and remote working, offering flexibility.
This advertiser has chosen not to accept applicants from your region.
9