2,263 Specialist Support Services jobs in the United Kingdom
Customer Support Specialist, Technical Services
OX1 2AA Oxford, South East
£28000 Annually
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Our client, a leading provider of business software solutions based in **Oxford, Oxfordshire**, is seeking a highly skilled and customer-focused Customer Support Specialist to join their Technical Services team. This is a fully remote position, offering the flexibility to work from home across the UK. You will be responsible for providing exceptional technical support to customers, resolving software-related issues, and ensuring a positive customer experience. Your primary duties will include responding to customer inquiries via phone, email, and chat, diagnosing and troubleshooting software problems, guiding users through solutions, and escalating complex issues to appropriate teams. The ideal candidate will possess a strong understanding of software applications, troubleshooting methodologies, and customer service best practices. Previous experience in a technical support or helpdesk role is essential, preferably within the software industry. Excellent communication, problem-solving, and interpersonal skills are critical for effectively interacting with customers and providing clear, concise assistance. Familiarity with CRM systems and ticketing software is highly beneficial. You should be patient, empathetic, and dedicated to helping customers succeed with our client's products. This remote role is perfect for individuals who thrive in a dynamic support environment and are passionate about delivering outstanding customer service.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide first-line technical support to customers via phone, email, and chat.
- Diagnose and resolve software issues, providing step-by-step guidance to users.
- Document customer interactions, issues, and resolutions in a ticketing system.
- Escalate complex technical problems to senior support staff or development teams when necessary.
- Assist customers with software installations, configurations, and updates.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure customer satisfaction through timely and effective issue resolution.
Qualifications:
- Proven experience in a customer support or helpdesk role.
- Strong technical aptitude and troubleshooting skills.
- Excellent communication (written and verbal) and interpersonal skills.
- Familiarity with CRM software and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to explain technical concepts clearly to non-technical users.
- Customer-centric approach with a passion for problem-solving.
- Ability to work independently and manage workload effectively in a remote environment.
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0
Senior Customer Support Specialist - Technical Services
CF10 3WA Cardiff, Wales
£32000 Annually
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Our client is seeking a dedicated and experienced Senior Customer Support Specialist to manage their technical helpdesk operations on a fully remote basis. This pivotal role ensures our customers receive prompt, accurate, and empathetic support for our innovative software solutions. You will be the primary point of contact for escalating customer issues, providing expert guidance, and contributing to the overall customer satisfaction strategy. Key responsibilities include:
The ideal candidate will have a proven track record in technical customer support, with at least 4 years of experience in a similar role, preferably within the SaaS industry. A strong understanding of software troubleshooting methodologies, database concepts, and network basics is essential. Excellent communication, interpersonal, and problem-solving skills are critical for success. You should be adept at explaining technical information clearly to non-technical users. This is a fantastic opportunity to join a forward-thinking company that values its employees and offers a truly remote work environment with opportunities for professional growth and development.
- Providing Tier 2 and Tier 3 technical support to customers via phone, email, and chat, resolving complex software-related issues.
- Diagnosing and troubleshooting software bugs, performance problems, and user configuration errors.
- Documenting customer interactions, issues, and resolutions thoroughly in the CRM system.
- Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal teams and external customers.
- Training and mentoring junior support staff, sharing best practices and product knowledge.
- Collaborating with the product development and QA teams to report bugs, provide feedback, and advocate for customer needs.
- Identifying recurring customer issues and trends, proposing solutions and improvements to product features or support processes.
- Managing customer escalations effectively, ensuring timely resolution and clear communication throughout the process.
- Contributing to the continuous improvement of support metrics, such as first-call resolution rates, customer satisfaction scores (CSAT), and response times.
- Participating in on-call rotations to provide 24/7 support coverage when required.
The ideal candidate will have a proven track record in technical customer support, with at least 4 years of experience in a similar role, preferably within the SaaS industry. A strong understanding of software troubleshooting methodologies, database concepts, and network basics is essential. Excellent communication, interpersonal, and problem-solving skills are critical for success. You should be adept at explaining technical information clearly to non-technical users. This is a fantastic opportunity to join a forward-thinking company that values its employees and offers a truly remote work environment with opportunities for professional growth and development.
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1
Senior Customer Support Specialist - Technical Services
ST1 2NP Staffordshire, West Midlands
£28000 Annually
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Our client is seeking a dedicated and experienced Senior Customer Support Specialist to manage technical inquiries and provide expert assistance to clients in **Stoke-on-Trent, Staffordshire, UK**. This role is crucial for maintaining high levels of customer satisfaction and ensuring efficient resolution of technical issues. You will be the primary point of contact for complex customer queries, requiring in-depth knowledge of our client's products and services. Your responsibilities will include troubleshooting technical problems, guiding users through setup and configuration, and escalating critical issues to appropriate departments. The ideal candidate is a patient, articulate communicator with a strong technical aptitude and a passion for helping customers succeed.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Provide high-level technical support and troubleshooting for a range of client issues via phone, email, and chat.
- Diagnose and resolve complex technical problems related to software, hardware, or service configurations.
- Guide customers through product installation, setup, and usage procedures.
- Document customer interactions, technical issues, and resolutions accurately in the CRM system.
- Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
- Train and mentor junior support staff, sharing best practices and technical knowledge.
- Develop and update knowledge base articles, FAQs, and support documentation.
- Manage and prioritize incoming support requests, ensuring timely and effective resolution.
- Escalate unresolved or high-priority issues to relevant internal teams, acting as a liaison between customers and technical departments.
Required Qualifications:
- Proven experience in a technical customer support or helpdesk role, with at least 3 years in a senior or lead capacity.
- Strong understanding of IT concepts, operating systems, and common software applications.
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional communication and interpersonal skills, with the ability to explain technical information clearly to non-technical users.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- A proactive attitude and a commitment to providing outstanding customer service.
- Familiarity with scripting languages or basic programming concepts is a plus.
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2
Lead Customer Support Specialist (Technical Services)
G1 1DT Glasgow, Scotland
£30000 Annually
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Our client is looking for a highly skilled and experienced Lead Customer Support Specialist to manage their technical services desk. This role is pivotal in ensuring exceptional customer satisfaction by providing prompt, accurate, and effective technical assistance. You will be responsible for leading a team of support agents, managing escalations, developing training materials, and implementing best practices for customer service. Key duties include troubleshooting software and hardware issues, guiding customers through complex procedures, maintaining detailed customer records, and identifying recurring problems to suggest product or service improvements.
The ideal candidate will possess a strong background in customer service, with at least 5 years of experience in a technical support role, including 2 years in a team lead or supervisory capacity. Excellent communication, active listening, and problem-solving skills are essential. You should have a comprehensive understanding of common IT systems, networking, and software applications. Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems is a must. The ability to explain technical concepts in a clear and concise manner to non-technical users is crucial.
This role requires strong leadership qualities, including the ability to motivate and develop a team, delegate tasks effectively, and manage performance. You will be responsible for setting performance metrics and ensuring the team meets its objectives. You will also play a key role in developing and refining support processes to enhance efficiency and customer experience. While this is an on-site position, fostering a positive and collaborative team environment is a priority. You will work closely with engineering and product development teams to relay customer feedback and contribute to product enhancements. A patient and empathetic approach to customer interactions is paramount. The successful candidate will be proactive in identifying customer needs and trends, contributing to the overall success of the company. This is an excellent opportunity to join a growing company and make a significant impact on customer retention and loyalty. We offer comprehensive training and opportunities for career advancement within our organization. Your expertise will directly contribute to maintaining high levels of customer satisfaction and building lasting relationships.
Glasgow, Scotland, UK .
The ideal candidate will possess a strong background in customer service, with at least 5 years of experience in a technical support role, including 2 years in a team lead or supervisory capacity. Excellent communication, active listening, and problem-solving skills are essential. You should have a comprehensive understanding of common IT systems, networking, and software applications. Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems is a must. The ability to explain technical concepts in a clear and concise manner to non-technical users is crucial.
This role requires strong leadership qualities, including the ability to motivate and develop a team, delegate tasks effectively, and manage performance. You will be responsible for setting performance metrics and ensuring the team meets its objectives. You will also play a key role in developing and refining support processes to enhance efficiency and customer experience. While this is an on-site position, fostering a positive and collaborative team environment is a priority. You will work closely with engineering and product development teams to relay customer feedback and contribute to product enhancements. A patient and empathetic approach to customer interactions is paramount. The successful candidate will be proactive in identifying customer needs and trends, contributing to the overall success of the company. This is an excellent opportunity to join a growing company and make a significant impact on customer retention and loyalty. We offer comprehensive training and opportunities for career advancement within our organization. Your expertise will directly contribute to maintaining high levels of customer satisfaction and building lasting relationships.
Glasgow, Scotland, UK .
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3
Technical Support Specialist - Cloud Services
PO1 2LA Portsmouth, South East
£30000 Annually
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Posted 1 day ago
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Our client is seeking a dedicated and technically proficient Technical Support Specialist to join their fully remote customer service and helpdesk team. In this role, you will be the first point of contact for clients experiencing issues with our cloud-based software and services. You will provide timely and effective technical assistance, troubleshoot problems, and guide users through solutions, ensuring a high level of customer satisfaction. The ideal candidate will have excellent communication skills, a patient demeanor, and a strong aptitude for problem-solving. You will be responsible for diagnosing hardware, software, and network issues, documenting support requests, and escalating complex problems to senior support engineers when necessary. A deep understanding of cloud computing concepts, operating systems (Windows, macOS, Linux), and common networking protocols is essential. Experience with ticketing systems and remote support tools is required. You will also contribute to the knowledge base by creating and updating support articles and FAQs. This position offers a fantastic opportunity to work with cutting-edge technology, develop your technical skills, and contribute to a positive customer experience in a remote-first environment. Join our client's supportive team and help us deliver exceptional service to our valued customers.
Responsibilities:
Qualifications:
Responsibilities:
- Provide first-line technical support via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues for clients.
- Guide users through step-by-step solutions to technical problems.
- Document all support interactions and resolutions in a ticketing system.
- Escalate unresolved issues to appropriate internal teams.
- Create and maintain support documentation, including FAQs and knowledge base articles.
- Identify trends in support requests and provide feedback for product improvement.
- Ensure a high level of customer satisfaction through timely and effective support.
- Stay updated on product knowledge and technical advancements.
Qualifications:
- Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
- Minimum of 2 years of experience in technical support or helpdesk roles.
- Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with cloud computing concepts (AWS, Azure, Google Cloud).
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication, problem-solving, and customer service skills.
- Ability to explain technical information clearly to non-technical users.
- Self-motivated and able to work effectively in a remote team environment.
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4
Technical Support Specialist (Cloud Services)
MK14 5GN Milton Keynes, South East
£30000 Annually
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Posted 1 day ago
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Job Description
Our client is looking for a dedicated and knowledgeable Technical Support Specialist to join their expanding, fully remote customer service and helpdesk division. This role is crucial in providing exceptional technical assistance to a diverse clientele, ensuring the seamless operation and utilisation of their innovative cloud-based software solutions. You will be the first point of contact for users experiencing technical difficulties, requiring a blend of technical expertise, strong communication skills, and a passion for problem-solving. As a remote-first employee, you will benefit from a flexible work environment while contributing to a vital support function that underpins customer satisfaction and product adoption.
Your Responsibilities:
Your Responsibilities:
- Respond promptly and efficiently to customer inquiries via multiple channels, including email, phone, and chat, regarding our client's cloud software.
- Diagnose, troubleshoot, and resolve technical issues related to software functionality, connectivity, user accounts, and data access.
- Provide clear, concise, and user-friendly technical guidance and solutions to customers with varying levels of technical expertise.
- Document all customer interactions, technical issues, and resolutions accurately in the ticketing system.
- Escalate complex or unresolved issues to higher-level support teams or development, providing detailed information for effective resolution.
- Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and how-to articles.
- Identify recurring technical problems and provide feedback to the product development team for potential improvements.
- Assist in the onboarding process for new clients, ensuring they are set up for success with the platform.
- Maintain a high level of customer satisfaction through excellent service delivery and proactive communication.
- Participate in team meetings and training sessions to continuously enhance technical knowledge and support skills.
- Proven experience in a technical support, helpdesk, or customer service role, preferably within a software or IT services environment.
- Strong understanding of cloud computing concepts and common SaaS platforms.
- Familiarity with operating systems (Windows, macOS) and web browsers.
- Excellent problem-solving and analytical skills, with the ability to think logically and systematically.
- Outstanding communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Ability to manage time effectively, prioritise tasks, and work autonomously in a remote setting.
- A customer-centric approach with a genuine desire to help users succeed.
- Experience with common IT protocols and networking concepts is beneficial.
- High school diploma or equivalent; further technical certifications or associate degree are a plus.
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5
Technical Support Specialist - Cloud Services
B1 2HL Birmingham, West Midlands
£30000 Annually
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Posted 1 day ago
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Our client is looking for an experienced Technical Support Specialist to join their growing customer service department, focusing on their advanced cloud services. This role is based in **Birmingham, West Midlands, UK**, and operates on a hybrid model, combining remote work with necessary office days. You will be the primary point of contact for customers experiencing technical issues with our client's cloud-based platforms, providing timely and effective resolution. Your responsibilities will include diagnosing and troubleshooting hardware and software problems, guiding users through step-by-step solutions, and documenting all support interactions. You will also be involved in escalating unresolved issues to senior technical staff and contributing to the knowledge base with solutions and FAQs. The ideal candidate will have a strong technical aptitude, with a deep understanding of cloud computing concepts, operating systems (Windows, Linux), and common networking protocols. Excellent customer service skills, patience, and the ability to communicate technical information clearly and concisely to non-technical users are paramount. Previous experience in a technical support or helpdesk role is essential, preferably within a cloud services environment. Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is also required. You will be part of a supportive team dedicated to providing exceptional customer experiences. This is a fantastic opportunity to develop your skills in a rapidly expanding tech sector and contribute to client satisfaction.
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6
Senior Technical Support Specialist - Cloud Services
L1 0AA Leicester, East Midlands
£50000 Annually
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Our client is looking for a highly skilled and customer-focused Senior Technical Support Specialist to join their thriving, fully remote support team. This role is pivotal in providing exceptional technical assistance to our client's diverse customer base, resolving complex issues related to their cloud-based software solutions. You will be the frontline of support, handling escalated technical problems and ensuring swift, effective resolutions that maintain high levels of customer satisfaction. Responsibilities include diagnosing and troubleshooting software defects, guiding users through complex configurations, and escalating issues to development teams when necessary.
The ideal candidate will possess a deep understanding of cloud computing principles, particularly in areas like SaaS, PaaS, and IaaS. You should be proficient in at least one major cloud platform (AWS, Azure, GCP) and have strong experience with networking concepts, databases, and operating systems (Windows, Linux). Your day-to-day activities will involve managing support tickets, providing remote assistance via phone, email, and chat, and contributing to the knowledge base with detailed solutions and troubleshooting guides. You will also be involved in identifying trends in customer issues and providing feedback to product management and engineering teams for service improvement.
We require candidates to have a Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in technical support, preferably in a cloud or software-as-a-service environment. Excellent problem-solving abilities, strong communication skills (both written and verbal), and the capacity to explain technical concepts clearly to non-technical users are essential. Certifications such as AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, or CompTIA Cloud+ are advantageous. This is an excellent opportunity to advance your career in a supportive, remote-first culture, contributing to a company at the forefront of cloud technology innovation.
Location: Fully remote role, supporting customers nationwide and based remotely from Liverpool, Merseyside, UK
The ideal candidate will possess a deep understanding of cloud computing principles, particularly in areas like SaaS, PaaS, and IaaS. You should be proficient in at least one major cloud platform (AWS, Azure, GCP) and have strong experience with networking concepts, databases, and operating systems (Windows, Linux). Your day-to-day activities will involve managing support tickets, providing remote assistance via phone, email, and chat, and contributing to the knowledge base with detailed solutions and troubleshooting guides. You will also be involved in identifying trends in customer issues and providing feedback to product management and engineering teams for service improvement.
We require candidates to have a Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in technical support, preferably in a cloud or software-as-a-service environment. Excellent problem-solving abilities, strong communication skills (both written and verbal), and the capacity to explain technical concepts clearly to non-technical users are essential. Certifications such as AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, or CompTIA Cloud+ are advantageous. This is an excellent opportunity to advance your career in a supportive, remote-first culture, contributing to a company at the forefront of cloud technology innovation.
Location: Fully remote role, supporting customers nationwide and based remotely from Liverpool, Merseyside, UK
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7
Technical Support Specialist - Cloud Services (Remote)
PL4 0AA Plymouth, South West
£40000 Annually
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Posted 1 day ago
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Our client is seeking a dedicated and technically adept Technical Support Specialist to join their fully remote customer service and helpdesk team. This role focuses on providing exceptional support for their cloud-based service offerings. You will be the first point of contact for customers experiencing technical difficulties, troubleshooting issues related to software functionality, connectivity, and user accounts. Responsibilities include responding to support tickets, diagnosing complex technical problems, and guiding users through step-by-step solutions. You will maintain accurate records of customer interactions and resolutions in the CRM system. This role requires a strong understanding of cloud computing concepts, SaaS applications, and basic networking principles. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. The ideal candidate will possess excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users. Patience, empathy, and a customer-centric approach are crucial for success. You should be adept at working independently, managing your workload efficiently, and escalating complex issues to higher technical tiers when necessary. A passion for technology and a commitment to continuous learning are important. You will play a vital role in ensuring customer satisfaction and maintaining the high quality of service our client provides. This position offers the opportunity to grow your skills in a supportive and dynamic remote work environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide timely and effective technical support to customers via various channels (email, chat, phone).
- Diagnose and resolve software, hardware, and connectivity issues related to cloud services.
- Guide users through troubleshooting steps and product features.
- Document all customer interactions and resolutions accurately in the support system.
- Escalate unresolved issues to appropriate internal teams.
- Contribute to the knowledge base by creating and updating support articles.
- Identify recurring customer issues and provide feedback for product improvement.
- Maintain a high level of customer satisfaction.
- Adhere to service level agreements (SLAs) for response and resolution times.
Qualifications:
- Associate's or Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience.
- 1-3 years of experience in technical support or helpdesk roles.
- Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud) and SaaS applications.
- Proficiency in troubleshooting operating systems (Windows, macOS) and web browsers.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Strong understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Excellent written and verbal communication skills.
- Customer-focused mindset with strong problem-solving abilities.
- Ability to work independently in a remote setting.
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8
Remote Technical Support Specialist - IT Services
PL1 1AA Plymouth, South West
£25000 Annually
WhatJobs
Posted 1 day ago
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Our client is seeking a highly skilled and customer-focused Remote Technical Support Specialist to join their expanding IT services team. This fully remote position is crucial for providing exceptional technical assistance to a diverse client base, ensuring swift resolution of issues and maintaining high levels of customer satisfaction. You will be the first point of contact for technical queries, diagnosing problems and guiding users through solutions via phone, email, and chat.
Key Responsibilities:
Key Responsibilities:
- Provide first-level technical support for hardware, software, and network issues.
- Respond to and resolve customer support requests in a timely and efficient manner.
- Diagnose and troubleshoot technical problems, escalating complex issues to senior support tiers when necessary.
- Guide users through step-by-step solutions and clearly communicate technical information.
- Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
- Install, configure, and update software applications and operating systems.
- Assist with user
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