What Jobs are available for Specialized Customer Support Roles in Leeds?
Showing 204 Specialized Customer Support Roles jobs in Leeds
Senior Customer Service & Technical Support Specialist
Posted 23 days ago
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Senior Customer Service & Technical Support Engineer
Posted 24 days ago
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Your responsibilities will include diagnosing and resolving intricate technical problems reported by customers via phone, email, or ticketing systems. You will also be involved in creating and maintaining technical documentation, knowledge base articles, and training materials to empower both customers and junior support staff. The ideal candidate will have a strong background in technical support, ideally within the software or hardware industry. You should possess excellent analytical skills, a methodical approach to troubleshooting, and the ability to explain technical concepts clearly to non-technical users. Experience with customer relationship management (CRM) software and ticketing systems is essential. This role also involves identifying trends in customer issues and providing feedback to the product development and engineering teams to drive product improvements. Leadership qualities are beneficial as you may be required to mentor junior team members and assist with escalations. A passion for customer advocacy and a commitment to delivering exceptional service are key requirements. The hybrid model allows for focused individual work and essential team collaboration.
Qualifications:
- HND/HNC or equivalent in a relevant technical field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support or customer service role, with at least 2 years in a senior capacity.
- Strong troubleshooting and problem-solving abilities related to software, hardware, or IT systems.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proficiency with ticketing systems and knowledge base management.
- Ability to work effectively both independently and as part of a team.
- Experience in mentoring or training junior staff is a plus.
- Familiarity with (Specific Product/Service Area, e.g., network infrastructure, enterprise software) is advantageous.
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Senior Customer Service & Technical Support Specialist (Remote)
Posted 1 day ago
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The ideal candidate will possess extensive experience in technical support, a deep understanding of software applications, and outstanding communication and problem-solving skills. You will be adept at diagnosing technical issues, explaining solutions clearly, and maintaining a calm and professional demeanour under pressure. As a remote-first professional, you must demonstrate excellent self-management, time management, and collaboration abilities, working effectively within a virtual team environment.
Key responsibilities include:
- Providing advanced technical support to customers via phone, email, and chat, troubleshooting software issues and resolving complex technical problems.
- Guiding customers through product features, functionalities, and best practices to enhance their user experience.
- Diagnosing and escalating critical issues to development and engineering teams when necessary, providing detailed problem descriptions.
- Documenting all support interactions, resolutions, and customer feedback in the CRM system.
- Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Proactively identifying trends in customer issues and providing feedback to product development teams for continuous improvement.
- Assisting with customer onboarding and training sessions.
- Managing customer escalations and ensuring timely resolution of issues.
- Collaborating with other support team members and departments to share knowledge and improve processes.
- Contributing to the continuous improvement of support workflows and tools.
- Providing exceptional customer service, fostering positive relationships and ensuring customer loyalty.
A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required. A minimum of 5 years of experience in a technical support or customer service role, preferably within the software industry, is essential. Proven experience troubleshooting complex software issues and a strong understanding of operating systems, networking, and common software applications are mandatory. Excellent communication, interpersonal, and active listening skills are critical. The ability to explain technical concepts to non-technical users is paramount. Experience with CRM systems (e.g., Zendesk, Salesforce) and ticketing systems is highly desirable for this remote role.
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Technical Support Lead
Posted 6 days ago
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Key Responsibilities:
- Lead, mentor, and manage a team of technical support specialists, overseeing daily operations and performance.
- Provide high-level technical support and troubleshooting for the company's software products and services.
- Handle escalated customer issues, ensuring swift and satisfactory resolution.
- Develop and maintain the knowledge base, creating technical documentation, guides, and FAQs for both internal teams and customers.
- Monitor support ticket queues and allocate resources effectively to meet service level agreements (SLAs).
- Identify trends in customer support issues and collaborate with product development and engineering teams to implement permanent solutions.
- Assist in the recruitment, training, and onboarding of new technical support staff.
- Implement and refine support processes and best practices to enhance efficiency and customer experience.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Stay up-to-date with product updates, new features, and industry best practices in technical support.
- Report on key support metrics, such as response times, resolution rates, and customer satisfaction scores.
- Act as a point of contact for major technical escalations and customer issues.
- Minimum of 4 years of experience in technical support or a related IT role, with at least 2 years in a leadership or supervisory capacity.
- Proven ability to lead and motivate a team.
- Strong technical aptitude with a deep understanding of software, hardware, and networking concepts.
- Experience with CRM systems and helpdesk ticketing software (e.g., Zendesk, ServiceNow).
- Excellent problem-solving, analytical, and diagnostic skills.
- Outstanding communication and interpersonal skills, with the ability to explain technical issues clearly to both technical and non-technical users.
- Familiarity with (mention a relevant technology, e.g., SaaS platforms, cloud computing, specific operating systems) is highly desirable.
- Ability to manage multiple priorities and work effectively under pressure.
- Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
- A customer-centric mindset with a passion for delivering exceptional service.
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Technical Support Specialist
Posted 6 days ago
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As a Technical Support Specialist, you will be the primary point of contact for customers experiencing technical issues with our products and services. You will diagnose problems, provide effective solutions, and ensure a high level of customer satisfaction. This role requires excellent problem-solving skills, strong communication abilities, and a deep understanding of technical systems.
Key Responsibilities:
- Respond to customer inquiries and technical issues via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot hardware, software, and network issues.
- Guide users through step-by-step solutions to resolve their technical problems.
- Escalate complex issues to the appropriate internal teams when necessary.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Create and maintain knowledge base articles and user guides.
- Identify recurring issues and provide feedback to product development teams for improvement.
- Provide proactive support and guidance to customers to prevent future issues.
- Stay current with product updates and new technologies.
- Contribute to a positive and collaborative team environment.
Qualifications and Experience:
- Proven experience in a technical support or helpdesk role.
- Strong understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Excellent troubleshooting and diagnostic skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts clearly 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 team.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are an advantage.
- A proactive approach to problem-solving and a commitment to customer satisfaction.
- Must be eligible to work in the UK.
This is a fantastic opportunity for an IT professional looking to advance their career in a supportive and growing company. If you are passionate about technology and helping people, we encourage you to apply.
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Senior Technical Support Engineer
Posted 1 day ago
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Technical Support Team Lead
Posted 1 day ago
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Key Responsibilities:
- Lead, mentor, and manage a remote team of technical support specialists.
- Oversee daily support operations, including ticket assignment and workload management.
- Monitor team performance and key metrics (e.g., response times, resolution rates, customer satisfaction).
- Provide technical guidance, training, and coaching to team members.
- Develop and maintain comprehensive support documentation and knowledge base articles.
- Serve as an escalation point for complex technical issues.
- Implement and refine support processes to improve efficiency and effectiveness.
- Foster a positive, collaborative, and customer-focused team culture.
- Report on team performance and identify areas for improvement.
- Collaborate with other departments (e.g., Product Development, QA) to resolve customer issues.
- Proven experience in a technical support role, with at least 2 years in a supervisory or team lead capacity.
- Strong technical aptitude and troubleshooting skills, particularly with software applications.
- Experience managing remote teams is highly desirable.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in using helpdesk software and ticketing systems.
- Ability to develop training materials and knowledge base content.
- Strong problem-solving and analytical abilities.
- Customer-centric mindset with a commitment to service excellence.
- Ability to work independently and manage time effectively in a remote environment.
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Senior Technical Support Engineer
Posted 7 days ago
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The ideal candidate will possess a deep understanding of IT infrastructure, networking protocols, operating systems (Windows, macOS, Linux), and common enterprise applications. You will have a proven ability to troubleshoot and diagnose intricate technical problems, often under pressure, and communicate technical information clearly and concisely to both technical and non-technical audiences. Strong customer service skills, patience, and empathy are essential. This is a remote position, requiring excellent time management, self-discipline, and the ability to work independently while collaborating effectively with colleagues through digital channels. Experience with ticketing systems, remote access tools, and knowledge base management is vital. Certifications such as CompTIA A+, Network+, or similar are highly desirable.
Responsibilities:
- Provide advanced technical support to end-users via phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network issues.
- Act as an escalation point for junior support staff.
- Document technical solutions and create knowledge base articles.
- Manage and maintain IT support tickets, ensuring timely resolution.
- Conduct remote diagnostics and troubleshooting.
- Assist with IT system installations, configurations, and upgrades.
- Identify recurring technical issues and propose permanent solutions.
- Contribute to the continuous improvement of support processes and procedures.
- Stay up-to-date with the latest technologies and industry best practices.
This fully remote position serves clients in and around **Leeds, West Yorkshire, UK**. Our client is committed to providing exceptional support and fostering a positive customer experience.
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Senior Technical Support Engineer
Posted 8 days ago
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Key responsibilities include:
- Providing advanced technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
- Diagnosing and resolving intricate technical problems, ensuring timely and effective solutions.
- Escalating unresolved issues to appropriate engineering or development teams, providing detailed diagnostic information.
- Developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
- Assisting in the development and delivery of technical training for customers and internal support staff.
- Identifying recurring customer issues and providing feedback to product development teams for product improvement.
- Monitoring system performance and proactively addressing potential issues.
- Contributing to the continuous improvement of support processes and procedures.
- Mentoring and guiding junior technical support specialists.
- Managing customer relationships and ensuring a high level of satisfaction.
- Participating in on-call rotation for urgent support needs.
- Troubleshooting network connectivity, operating system, and application-specific issues.
The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with a proven track record of handling complex issues, is essential. Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications is required. Experience with specific technologies relevant to our client's products (e.g., cloud platforms, databases, specific SaaS applications) is a strong advantage. Excellent diagnostic, problem-solving, and analytical skills are paramount. Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users, are crucial. This role offers a fully remote working arrangement, providing flexibility and autonomy.
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Senior Technical Support Specialist
Posted 12 days ago
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- Providing advanced technical support for hardware, software, and network issues.
- Troubleshooting and resolving complex escalated support tickets.
- Managing and maintaining IT infrastructure, including servers, workstations, and network devices.
- Installing, configuring, and upgrading software and hardware.
- Developing and implementing IT support policies and procedures.
- Mentoring and guiding junior members of the technical support team.
- Creating and maintaining comprehensive technical documentation and knowledge base articles.
- Performing system performance monitoring and proactive issue resolution.
- Ensuring data security and compliance with IT policies.
- Communicating effectively with users at all technical levels to explain solutions.
- HND/HNC in IT, Computer Science, or a related field, or equivalent demonstrable experience.
- Minimum of 5 years of experience in a technical support or IT helpdesk role, with at least 2 years in a senior capacity.
- In-depth knowledge of operating systems (Windows, macOS, Linux), Microsoft Office Suite, and common business applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
- Experience with Active Directory, Office 365 administration, and cloud platforms (e.g., Azure, AWS).
- Excellent diagnostic and problem-solving skills.
- Exceptional customer service and interpersonal skills.
- Ability to manage multiple priorities and work under pressure.
- Relevant certifications such as CompTIA A+, Network+, Security+, MCSA/MCSE are highly desirable.
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