1623 Specialized Customer Support Roles jobs in Leeds

• Provide advanced technical support to customers via phone, email, and ticketing systems, addressing complex software and hardware issues.
• Diagnose, troubleshoot, and resolve technical problems efficiently and accurately.
• Escalate unresolved issues to relevant internal teams (e.g., development, QA) and ensure prompt follow-up.
• Document technical issues, solutions, and customer interactions in a clear and concise manner.
• Create and maintain comprehensive technical knowledge base articles and FAQs for both internal and external use.
• Train and mentor junior support staff, sharing best practices and technical expertise.
• Identify trends in customer issues and provide feedback to product development and engineering teams to drive product improvements.
• Manage customer expectations and ensure a high level of customer satisfaction.
• Participate in post-incident reviews to identify root causes and implement preventative measures.
• Stay current with product updates, new features, and industry best practices.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or helpdesk role, with a proven track record of handling complex issues.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and common software applications.
• Experience with troubleshooting databases, APIs, and cloud-based services is highly advantageous.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional customer service orientation and strong communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users.
• Experience with ITIL frameworks and service desk ticketing systems (e.g., Jira Service Management, Zendesk).
• Ability to work under pressure and manage multiple priorities effectively.
• Team player with a proactive and positive attitude.

• Lead, coach, and motivate a team of technical support representatives to achieve performance targets and deliver outstanding customer service.
• Oversee daily operations of the customer service department, ensuring efficient ticket handling and issue resolution.
• Develop and implement strategies to improve customer satisfaction, reduce response times, and enhance first-contact resolution rates.
• Train new team members and provide ongoing coaching and development to existing staff.
• Monitor team performance metrics, analyze trends, and report on key performance indicators (KPIs) to management.
• Act as a point of escalation for complex customer issues, providing expert guidance and solutions.
• Collaborate with other departments (e.g., Product Development, QA) to identify and address recurring technical issues and product defects.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software and hardware-related issues.
• Guide users through product installation, setup, and configuration.
• Diagnose and escalate complex technical problems to appropriate teams.
• Document customer interactions, issues, and resolutions in the ticketing system.
• Maintain up-to-date knowledge of product features and updates.
• Contribute to the knowledge base by creating and updating support articles.
• Identify trends in customer issues and provide feedback to product development.
• Ensure timely and effective resolution of all support requests.
• Deliver exceptional customer service and build strong customer relationships.

• Minimum of 2 years of experience in technical support or a similar helpdesk role.
• Proficiency with Windows, macOS, and potentially Linux operating systems.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Customer-focused mindset with patience and empathy.
• Ability to explain technical concepts clearly to non-technical users.
• Basic understanding of networking concepts is a plus.
• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

AIM OF THE ROLE

Working as part of a support team and with a passion for providing and promoting outstanding customer service at all times, the Support Specialist will act as the first escalation point for wider support teams. The role involves anything from providing general advice to colleagues through to delivering in-depth technical assistance to customers.

KEY RESPONSIBILITIES AND TASKS

Duties will include, but are not restricted to, the following:

• Providing day-to-day support to the end-user base.
• Managing customer queries and providing advice, ranging from general queries to more specific technical questions.
• Troubleshooting support issues using knowledge bases and other resources.
• Ensuring resolution of any open tickets is managed in a timely and efficient manner.
• Information gathering, qualification and prioritisation of new service requests.
• Providing advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
• Accurately logging relevant information onto the IT service management (ITSM) system, including actions taken and next steps.
• Proactive allocation and checking of customer backups, ensuring tickets are raised for issues as needed.
• Managing and ensuring timely and appropriate updates are communicated back to customers.
• Administration of customer account information, ensuring details are kept current and accurate in the ITSM system.
• Administration of the customer support portal, e.g., setting up new accounts, password requests, etc.
• Escalation of incidents to the next tier of support when necessary.

KEY SKILLS AND COMPETENCIES

The ideal candidate will be bright, enthusiastic, and dedicated to achieving great results. They should ideally have a mix of the following job-specific skills, attributes, and experience:

• Advanced-level ability to understand and diagnose technical problems.
• Attention to detail to prevent ticket breaches against SLAs, and persistence to ensure adherence to processes.
• A willingness to learn and engage with unfamiliar technologies.
• Excellent time management and organisational skills, with the ability to work well under pressure.
• Strong technical expertise in server, network, and disk storage systems.
• Experience with enterprise backup and recovery systems (e.g., Rubrik, Veritas NetBackup, Commvault, or Veeam) is a major advantage.
• Experience with virtualisation technologies such as VMware, Nutanix, or Hyper-V (desirable).
• Experience with cloud technologies (desirable).
• Knowledge of storage area networks (SANs) and network-attached storage (NAS).
• Excellent communication skills and ability to interact with end-users at all levels.
• Experience with ticketing systems and SLAs.

PREFERRED QUALIFICATIONS

• ITILv3/v4 certification and/or prior experience within an IT service environment.

POSSIBLE PROGRESSION PATH

• Escalation Support Engineer
• Service Desk Team Leader
• Service Improvement Analyst

HOURS OF WORK

Working on a rota basis, the shift patterns are:

• Monday – Friday, 8am–4pm (week 1)
• Monday – Friday, 2pm–10pm (week 2)

• Provide advanced technical support and troubleshooting for hardware and software issues.
• Diagnose and resolve complex system and network problems.
• Assist customers via phone, email, and remote access tools.
• Document all support interactions, solutions, and system configurations.
• Develop and maintain technical documentation and knowledge base articles.
• Train and mentor junior support team members.
• Identify and report recurring technical issues and suggest product improvements.
• Manage and prioritize a queue of support tickets effectively.
• Collaborate with engineering and product teams to resolve escalated issues.
• Ensure high levels of customer satisfaction through timely and effective support.

• Proven experience in a senior technical support or helpdesk role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking, and hardware.
• Strong troubleshooting and diagnostic skills.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency with ticketing systems (e.g., Zendesk, Jira) and remote support tools.
• Ability to explain technical concepts to non-technical users.
• Experience in scripting or basic programming is a plus.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are advantageous.
• Ability to work effectively in a hybrid remote and in-office environment.

• Provide first-line technical support via phone, email, and chat.
• Troubleshoot and diagnose hardware, software, and network issues.
• Escalate unresolved issues to senior support staff or relevant departments.
• Document all support interactions and resolutions in the ticketing system.
• Develop and maintain knowledge base articles and user guides.
• Assist with user account management and access permissions.
• Participate in team meetings and contribute to service improvement initiatives.
• Identify trends in support requests and provide feedback to product development teams.
• Ensure adherence to service level agreements (SLAs).
• Conduct remote troubleshooting sessions and guide users through step-by-step solutions.
• Provide basic training to end-users on software and hardware functionalities.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Familiarity with network troubleshooting (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Exceptional communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Ability to work effectively both independently and as part of a hybrid team.