3,118 Specialist Support Services jobs in the United Kingdom
Senior Customer Support Specialist - Technical Services
BS1 4AA Bristol, South West
£28000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client, a rapidly growing tech company in Bristol, South West England, UK , is seeking a highly motivated and experienced Senior Customer Support Specialist to join their Technical Services team. This role is crucial in providing exceptional support to our diverse customer base, resolving complex technical issues, and contributing to the overall improvement of our products and services. The ideal candidate will possess excellent problem-solving skills, a deep understanding of technical concepts, and a genuine passion for delivering outstanding customer experiences. This is a hybrid role, offering a blend of remote work flexibility and in-office collaboration.
Responsibilities:
Responsibilities:
- Handle advanced customer inquiries and technical issues via phone, email, and chat with professionalism and efficiency.
- Troubleshoot and diagnose complex software and hardware problems, providing clear and concise solutions.
- Escalate unresolved issues to appropriate internal teams, acting as a liaison between customers and technical departments.
- Develop and maintain comprehensive support documentation, including knowledge base articles and FAQs.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams.
- Train and mentor junior support staff, sharing expertise and best practices.
- Proactively engage with customers to ensure satisfaction and identify potential issues before they arise.
- Contribute to the continuous improvement of support processes and tools.
- Manage customer relationships, ensuring a high level of satisfaction and retention.
- Participate in product testing and provide feedback on usability and functionality.
- Uphold company standards for customer service and technical support excellence.
- Work collaboratively with team members in a hybrid environment, attending in-office meetings as required.
- Proven experience (3+ years) in a customer support or technical support role, with a focus on software or technology products.
- Demonstrated ability to troubleshoot and resolve complex technical issues.
- Excellent communication, listening, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Familiarity with CRM systems and support ticketing software.
- Ability to work effectively both independently and as part of a team in a hybrid setting.
- Experience in mentoring or leading junior team members is highly desirable.
- A proactive approach to customer service and a commitment to finding solutions.
- Technical aptitude and the ability to quickly learn new technologies.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Must be able to commute to our Bristol, South West England, UK office for scheduled in-office days.
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0
Senior Customer Support Specialist - Technical Services
CV1 1AA Coventry, West Midlands
£30000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client, a rapidly growing technology firm that provides innovative software solutions for businesses, is seeking an experienced Senior Customer Support Specialist to join their dynamic team in Coventry, West Midlands, UK . This hybrid role combines working from our modern office facility with the flexibility of remote work, offering a balanced approach to professional life. You will be the primary point of contact for clients requiring technical assistance, addressing complex issues and ensuring a high level of customer satisfaction. The ideal candidate will possess a deep understanding of software applications, excellent troubleshooting skills, and a patient, empathetic, and professional demeanour. Responsibilities will include diagnosing and resolving software-related problems through various channels, including phone, email, and live chat. You will guide customers through step-by-step solutions, educate them on product features, and assist with integration and configuration challenges. Escalating unresolved issues to higher technical support tiers or development teams, while maintaining ownership of customer communication until resolution, will be crucial.
The Senior Customer Support Specialist will also be involved in documenting support interactions, contributing to our knowledge base with FAQs and troubleshooting guides, and identifying trends in customer issues to provide feedback to the product development team. You will proactively identify opportunities to improve the customer experience and contribute to the development of support processes and training materials for junior staff. A key part of this role involves understanding customer workflows and demonstrating how our software can effectively meet their business needs, often requiring a consultative approach. You will act as a customer advocate within the company, ensuring their voice is heard and their needs are addressed. Exceptional problem-solving skills, the ability to multitask effectively, and a commitment to continuous learning about our evolving product suite are essential. Strong collaboration skills are needed to work effectively with internal teams, including sales, account management, and engineering.
We require candidates to have a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 4 years of experience in a technical customer support role, preferably within the software or SaaS industry, is essential. Proven experience in troubleshooting complex software issues and a strong understanding of IT principles are required. Excellent communication, listening, and interpersonal skills are paramount, with the ability to explain technical concepts clearly to non-technical users. Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. You should demonstrate a customer-centric attitude, a passion for problem-solving, and the ability to remain calm and composed under pressure. Experience in training or mentoring junior support staff would be a significant advantage. This is an excellent opportunity for a dedicated support professional to advance their career in a thriving tech company.
The Senior Customer Support Specialist will also be involved in documenting support interactions, contributing to our knowledge base with FAQs and troubleshooting guides, and identifying trends in customer issues to provide feedback to the product development team. You will proactively identify opportunities to improve the customer experience and contribute to the development of support processes and training materials for junior staff. A key part of this role involves understanding customer workflows and demonstrating how our software can effectively meet their business needs, often requiring a consultative approach. You will act as a customer advocate within the company, ensuring their voice is heard and their needs are addressed. Exceptional problem-solving skills, the ability to multitask effectively, and a commitment to continuous learning about our evolving product suite are essential. Strong collaboration skills are needed to work effectively with internal teams, including sales, account management, and engineering.
We require candidates to have a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 4 years of experience in a technical customer support role, preferably within the software or SaaS industry, is essential. Proven experience in troubleshooting complex software issues and a strong understanding of IT principles are required. Excellent communication, listening, and interpersonal skills are paramount, with the ability to explain technical concepts clearly to non-technical users. Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. You should demonstrate a customer-centric attitude, a passion for problem-solving, and the ability to remain calm and composed under pressure. Experience in training or mentoring junior support staff would be a significant advantage. This is an excellent opportunity for a dedicated support professional to advance their career in a thriving tech company.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Specialist - Premium Services
SO14 0AA Southampton, South East
£25000 Annually
WhatJobs
Posted 4 days ago
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Job Description
Our client is a leading innovator in the digital services sector and is seeking exceptional, remote-based Customer Support Specialists to join their dedicated premium services team. This role is crucial for ensuring our high-value clients receive unparalleled support and a seamless experience.
As a Remote Customer Support Specialist, you will be the primary point of contact for clients experiencing technical issues or requiring assistance with our suite of advanced services. You will handle inquiries via phone, email, and live chat, providing timely, accurate, and empathetic resolutions. Your responsibilities will include troubleshooting complex problems, guiding users through technical processes, escalating issues when necessary, and documenting all interactions meticulously in our CRM system. The ideal candidate will possess outstanding communication skills, a patient and problem-solving demeanor, and a genuine passion for delivering exceptional customer service from the comfort of their home.
Key responsibilities:
To be successful in this role, you should have at least 2 years of experience in a customer support or technical helpdesk role, preferably within a remote setting. Demonstrable experience troubleshooting software or digital services is essential. You must possess excellent written and verbal communication skills, with a keen ability to explain technical concepts to non-technical users. Strong organizational skills, attention to detail, and the ability to multitask effectively are crucial. A dedicated home office setup with a stable high-speed internet connection is required. This is a fully remote position, so you can work from anywhere within the **Southampton, Hampshire, UK** region or surrounding areas, though primary contact will be during UK business hours.
As a Remote Customer Support Specialist, you will be the primary point of contact for clients experiencing technical issues or requiring assistance with our suite of advanced services. You will handle inquiries via phone, email, and live chat, providing timely, accurate, and empathetic resolutions. Your responsibilities will include troubleshooting complex problems, guiding users through technical processes, escalating issues when necessary, and documenting all interactions meticulously in our CRM system. The ideal candidate will possess outstanding communication skills, a patient and problem-solving demeanor, and a genuine passion for delivering exceptional customer service from the comfort of their home.
Key responsibilities:
- Respond to customer inquiries via phone, email, and chat channels in a timely and professional manner.
- Troubleshoot and resolve a wide range of technical and service-related issues for premium clients.
- Provide clear, concise, and accurate information and guidance to customers.
- Escalate complex issues to appropriate internal teams, ensuring a smooth handover and follow-up.
- Document all customer interactions and resolutions in the CRM system.
- Identify trends in customer issues and provide feedback to product and development teams.
- Maintain a high level of customer satisfaction and build strong client relationships.
- Proactively identify opportunities to enhance the customer experience.
- Stay up-to-date with product knowledge and service offerings.
- Adhere to all company policies and procedures, including data privacy and security protocols.
- Participate in team meetings and contribute to a positive remote working environment.
To be successful in this role, you should have at least 2 years of experience in a customer support or technical helpdesk role, preferably within a remote setting. Demonstrable experience troubleshooting software or digital services is essential. You must possess excellent written and verbal communication skills, with a keen ability to explain technical concepts to non-technical users. Strong organizational skills, attention to detail, and the ability to multitask effectively are crucial. A dedicated home office setup with a stable high-speed internet connection is required. This is a fully remote position, so you can work from anywhere within the **Southampton, Hampshire, UK** region or surrounding areas, though primary contact will be during UK business hours.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Specialist - Cloud Services
B1 1AA Birmingham, West Midlands
£32000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a proactive and customer-focused Technical Support Specialist to join their growing team in Birmingham, West Midlands, UK . This role offers a hybrid working model, balancing office-based collaboration with remote flexibility. You will be instrumental in providing exceptional technical assistance to a diverse client base, resolving complex issues related to our client's cloud-based software solutions.
Key Responsibilities:
Key Responsibilities:
- Provide first and second-line technical support via phone, email, and chat, addressing user inquiries and resolving technical problems efficiently.
- Diagnose and troubleshoot software defects, connectivity issues, and user configuration errors.
- Escalate complex issues to senior support engineers or development teams when necessary, ensuring clear documentation and follow-up.
- Guide users through troubleshooting steps and provide clear, concise explanations of technical concepts.
- Maintain a high level of customer satisfaction by delivering timely and effective solutions.
- Develop and update knowledge base articles, FAQs, and user guides to empower customers and internal teams.
- Monitor system performance and identify potential issues proactively.
- Collaborate with cross-functional teams, including product development and customer success, to improve product functionality and user experience.
- Participate in team meetings, sharing insights and contributing to process improvements.
- Stay current with emerging technologies and industry best practices in cloud computing and IT support.
- Proven experience in a technical support or helpdesk role, preferably supporting SaaS or cloud-based applications.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) is highly desirable.
- Excellent troubleshooting and problem-solving skills with a logical and analytical approach.
- Outstanding communication and interpersonal skills, with the ability to communicate technical information clearly to both technical and non-technical users.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- A relevant IT certification (e.g., CompTIA A+, Network+) is a plus.
- A proactive attitude and a commitment to delivering excellent customer service.
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Specialist - Cloud Services
EH1 1AA Edinburgh, Scotland
£30000 Annually
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Posted today
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Job Description
We are looking for a highly skilled Technical Support Specialist to join our fully remote team, supporting our growing customer base from Edinburgh, Scotland, UK . In this critical role, you will be the first point of contact for customers experiencing technical issues with our cutting-edge cloud services. Your primary responsibility will be to provide timely, accurate, and effective technical assistance, ensuring a seamless and positive customer experience. This remote-first position demands strong problem-solving skills and a passion for helping others.
Your duties will include diagnosing and resolving a wide range of technical issues via phone, email, and chat. You will guide customers through troubleshooting steps, escalate complex problems to senior support tiers or development teams when necessary, and maintain detailed records of customer interactions and resolutions in our ticketing system. You will also contribute to the creation and maintenance of our knowledge base, developing clear and concise documentation to empower both customers and internal teams. Proactive communication with customers regarding issue status and resolution timelines is essential.
The ideal candidate will have a strong background in IT support, with specific experience in cloud technologies (e.g., AWS, Azure, Google Cloud) and network troubleshooting. Excellent communication and interpersonal skills are a must, as you will be interacting directly with customers from various technical backgrounds. A patient, empathetic, and customer-centric approach is paramount. Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. Relevant certifications such as CompTIA A+, Network+, or Cloud+ are advantageous. You should be highly organized, able to manage your time effectively, and comfortable working autonomously in a remote setting. This is a fantastic opportunity to grow your career in cloud technology support.
Your duties will include diagnosing and resolving a wide range of technical issues via phone, email, and chat. You will guide customers through troubleshooting steps, escalate complex problems to senior support tiers or development teams when necessary, and maintain detailed records of customer interactions and resolutions in our ticketing system. You will also contribute to the creation and maintenance of our knowledge base, developing clear and concise documentation to empower both customers and internal teams. Proactive communication with customers regarding issue status and resolution timelines is essential.
The ideal candidate will have a strong background in IT support, with specific experience in cloud technologies (e.g., AWS, Azure, Google Cloud) and network troubleshooting. Excellent communication and interpersonal skills are a must, as you will be interacting directly with customers from various technical backgrounds. A patient, empathetic, and customer-centric approach is paramount. Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. Relevant certifications such as CompTIA A+, Network+, or Cloud+ are advantageous. You should be highly organized, able to manage your time effectively, and comfortable working autonomously in a remote setting. This is a fantastic opportunity to grow your career in cloud technology support.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Specialist - Cloud Services
RG1 1AA Reading, South East
£40000 Annually
WhatJobs
Posted today
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Job Description
Our client, a rapidly growing technology firm, is seeking a highly proficient Senior Technical Support Specialist to join their esteemed customer service team. This role, based in our **Reading, Berkshire, UK** office with a hybrid working arrangement, focuses on providing expert-level technical assistance for our suite of cloud-based services. You will be the go-to person for complex technical issues, troubleshooting intricate problems, and ensuring a seamless experience for our diverse clientele. This position requires a blend of deep technical expertise, excellent problem-solving abilities, and outstanding customer interaction skills.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex issues related to cloud infrastructure, software applications, and integrations.
- Diagnose, troubleshoot, and resolve technical problems efficiently and accurately, escalating to engineering teams when necessary.
- Document all support interactions, resolutions, and technical knowledge base articles to improve support efficiency and customer self-service.
- Proactively monitor customer environments and identify potential issues before they impact service delivery.
- Conduct in-depth training sessions and provide guidance to customers on best practices for using our cloud services.
- Collaborate with product development and engineering teams to relay customer feedback, identify trends, and contribute to product improvements.
- Develop and maintain a high level of expertise in our client's cloud product offerings and underlying technologies.
- Assist in the onboarding of new customers, ensuring a smooth transition and successful implementation of services.
- Participate in on-call rotations to provide extended support coverage as needed.
- Proven experience in a senior technical support or systems administration role, preferably within a cloud services environment.
- In-depth knowledge of cloud computing concepts (IaaS, PaaS, SaaS) and major cloud platforms (AWS, Azure, GCP).
- Strong troubleshooting skills across operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, DHCP), and web technologies.
- Experience with scripting languages (e.g., Python, PowerShell) for automation is highly advantageous.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical users.
- Customer-focused mindset with a passion for delivering exceptional support.
- Ability to work independently and as part of a collaborative team in a hybrid setting.
- Relevant certifications (e.g., AWS Certified Solutions Architect, CompTIA Cloud+) are a plus.
This advertiser has chosen not to accept applicants from your region.
5
Senior Technical Support Specialist - Cloud Services
M1 1JN Manchester, North West
£48000 annum + on-
WhatJobs
Posted 3 days ago
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Job Description
Our client is seeking an experienced and highly motivated Senior Technical Support Specialist to join their global, remote-first support team. This is an exceptional opportunity to provide expert-level technical assistance for their cutting-edge cloud services. You will be the primary escalation point for complex technical issues, ensuring rapid and effective resolution for a diverse customer base. The ideal candidate possesses a deep understanding of cloud infrastructure, networking, operating systems, and common application issues. You will diagnose intricate problems, develop comprehensive solutions, and communicate technical information clearly and concisely to both technical and non-technical users. Your responsibilities will include managing and prioritizing incoming support tickets, documenting solutions, and contributing to the knowledge base. You will also play a key role in identifying trends, providing feedback to product development teams, and mentoring junior support staff. Proactive problem-solving, excellent customer service skills, and the ability to thrive in a fast-paced, remote environment are essential. A passion for technology and a commitment to delivering outstanding customer experiences are paramount.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide expert-level technical support for cloud services and related infrastructure.
- Act as an escalation point for complex customer issues.
- Diagnose and resolve software, hardware, and network-related problems.
- Communicate technical solutions to customers clearly and professionally.
- Document troubleshooting steps and create knowledge base articles.
- Monitor system performance and identify potential issues.
- Collaborate with engineering and product teams to resolve bugs and improve services.
- Manage and prioritize a queue of support tickets efficiently.
- Participate in an on-call rotation for urgent issues.
- Mentor and train junior technical support staff.
Qualifications:
- 5+ years of experience in technical support, IT helpdesk, or a similar role, with a focus on cloud services.
- Strong knowledge of cloud platforms (AWS, Azure, GCP) and related technologies.
- Proficiency in operating systems (Windows Server, Linux).
- Solid understanding of networking concepts (TCP/IP, DNS, firewalls).
- Experience with scripting (e.g., PowerShell, Python) is a plus.
- Excellent problem-solving and analytical skills.
- Exceptional customer service and communication abilities.
- Ability to work independently and manage time effectively in a remote setting.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Technical Support Specialist - Cloud Services
PL1 1AA Plymouth, South West
£40000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Technical Support Specialist to join their rapidly growing, fully remote customer service and helpdesk team. In this critical role, you will be the primary point of contact for complex technical issues related to their innovative cloud-based software solutions. You will diagnose, troubleshoot, and resolve escalated technical problems, ensuring minimal disruption to clients' operations. This position demands a deep understanding of cloud infrastructure, networking protocols, and operating systems, coupled with exceptional problem-solving and communication abilities. As a senior member of the team, you will also be responsible for mentoring junior support staff, contributing to the knowledge base, and identifying trends in support requests to provide feedback for product improvement. The ideal candidate will be proactive, empathetic, and possess a genuine passion for customer satisfaction. This is a fully remote role, enabling you to work from the comfort of your home office. We provide a collaborative online environment where you can connect with colleagues, participate in virtual training sessions, and contribute to team initiatives. Effective use of remote collaboration tools is essential. You will be expected to manage your time efficiently, maintain detailed records of customer interactions and issue resolutions, and work towards Service Level Agreements (SLAs). A key aspect of this role involves translating complex technical jargon into clear, understandable language for clients with varying levels of technical expertise. Your ability to remain calm under pressure and deliver solutions with professionalism will be highly valued. We are looking for individuals who are not just problem-solvers but also advocates for our customers, ensuring they receive the best possible support experience.
Responsibilities:
Responsibilities:
- Provide expert-level technical support for cloud services and software applications.
- Diagnose and resolve complex hardware, software, and network issues.
- Escalate unresolved issues to appropriate internal teams, ensuring timely resolution.
- Document all support interactions, troubleshooting steps, and resolutions accurately.
- Develop and maintain technical documentation and knowledge base articles.
- Mentor and train junior technical support staff.
- Identify recurring technical issues and propose solutions or product enhancements.
- Contribute to the continuous improvement of support processes and tools.
- Ensure customer satisfaction by providing timely and effective solutions.
- Proven experience as a Senior Technical Support Specialist or similar role.
- In-depth knowledge of cloud computing platforms (e.g., AWS, Azure, GCP).
- Strong understanding of networking concepts (TCP/IP, DNS, VPN).
- Experience with operating systems (Windows Server, Linux).
- Excellent troubleshooting and diagnostic skills.
- Exceptional written and verbal communication skills.
- Customer-centric attitude with a passion for service excellence.
- Ability to work independently and manage time effectively in a remote environment.
This advertiser has chosen not to accept applicants from your region.
7
Senior Technical Support Specialist - Cloud Services
OX1 1AA Oxford, South East
£45000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Specialist to join their award-winning customer service team. This is a fully remote position, offering the flexibility to work from anywhere within the UK. You will be the primary point of contact for customers experiencing technical issues with our client's innovative cloud-based software solutions. This role demands a deep understanding of IT infrastructure, network protocols, and cloud computing principles, coupled with exceptional problem-solving abilities and a passion for delivering outstanding customer experiences. You will be responsible for diagnosing complex technical problems, providing clear and concise solutions, and escalating issues to development teams when necessary. This involves meticulous troubleshooting, deep-dive analysis of logs and system performance, and guiding customers through resolution steps via phone, email, and remote access tools. You will also play a crucial role in documenting technical issues and solutions, contributing to our client's comprehensive knowledge base, and identifying trends to proactively improve product stability and user experience. Collaboration with internal teams, including engineering, product management, and sales, will be essential to ensure customer satisfaction and drive product improvements. The ideal candidate thrives in a fast-paced, remote environment, demonstrating excellent time management, self-discipline, and the ability to communicate technical concepts effectively to a diverse customer base. Our client is dedicated to providing a supportive and collaborative remote culture, offering extensive training and opportunities for professional growth. If you are a customer-centric technical expert looking for a challenging and rewarding remote career opportunity, we want to hear from you.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via multiple channels (phone, email, chat, remote sessions).
- Diagnose, troubleshoot, and resolve complex technical issues related to cloud software and infrastructure.
- Analyze system logs, performance metrics, and user configurations to identify root causes of problems.
- Escalate unresolved issues to appropriate internal teams, providing detailed diagnostic information.
- Create and maintain comprehensive documentation, including troubleshooting guides and FAQs.
- Identify and report recurring issues and product defects to the development team.
- Assist in the training and mentoring of junior support staff.
- Contribute to the continuous improvement of support processes and customer service standards.
- Collaborate with engineering and product teams to provide feedback on product functionality and user experience.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Proven experience in a technical support or helpdesk role, with a focus on cloud technologies.
- Strong understanding of operating systems (Windows, Linux), networking (TCP/IP, DNS, VPN), and cloud platforms (AWS, Azure, GCP).
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Excellent analytical and problem-solving skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience with ITIL best practices is advantageous.
- Bachelor'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.
8
Senior Technical Support Specialist - Cloud Services
DE1 2GA Derby, East Midlands
£40000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Technical Support Specialist to join their expanding customer service team. This role is crucial for providing expert technical assistance and troubleshooting for their suite of cloud-based services. As a fully remote position, you will be empowered to deliver exceptional support to clients across the UK and beyond, working from the comfort of your home office.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex issues related to cloud infrastructure, software applications, and network connectivity.
- Respond promptly to customer inquiries via various channels, including email, phone, and chat, ensuring high levels of customer satisfaction.
- Diagnose and resolve hardware, software, and network problems efficiently.
- Escalate unresolved issues to appropriate engineering teams, providing detailed documentation and context.
- Create and maintain comprehensive technical documentation, knowledge base articles, and user guides.
- Assist in the onboarding and training of new support team members, sharing expertise and best practices.
- Proactively monitor systems and identify potential issues before they impact customers.
- Contribute to the continuous improvement of support processes and service delivery.
- Collaborate with product development and engineering teams to provide feedback on product issues and feature requests.
- Manage customer relationships, ensuring clear communication and timely resolution of all support tickets.
- Proven experience in a senior technical support or helpdesk role, with a strong emphasis on cloud technologies (e.g., AWS, Azure, GCP).
- In-depth knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, DHCP), and common application issues.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical challenges.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and manage a high volume of support requests in a remote environment.
- Strong understanding of ITIL best practices is a plus.
- Relevant certifications (e.g., CompTIA A+, Network+, Cloud certifications) are highly desirable.
- A passion for technology and a commitment to delivering exceptional customer service.
This advertiser has chosen not to accept applicants from your region.
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