3,044 Specialized Technical Support Roles jobs in the United Kingdom

Salary:

£25,652 + Bonus + Excellent Benefits

Customer Support Executive - Ripon (HG4 1SL) - Managed Services

So, who are we? We are Managed Services, a part of the Wolseley Group - a leading specialist trade merchant across the UK and Ireland. We pride ourselves in putting our people and customers at the heart of everything we do – and best of all, provide opportunities to develop skills and build careers through our award-winning Wolseley Talent Guild.  

Also, did we mention? In addition to the competitive salary, there are also benefits on tap – including.

Annual leave (increasing with length of service), a generous pension scheme (matched up to 9%), potential to earn bonuses, enhanced maternity / adoption leave and access to a great range of online and high street discounts.   

We also promote positive health and wellbeing by offering free access to healthcare, our popular YuLife app, our Cycle to Work scheme and more! 

As a Customer Support Executive based in Ripon , you’ll be responsible for:  

• Supporting our valued customers including Tesco, Asda, Morrisons, M&S and The Riverside Group by processing their orders mainly via email but also over the phone

• Liaising with other teams and our internal branch network to check stock and delivery timelines

• Answering general queries

• Building a great rapport with internal and external stakeholders

This is a Full Time Permanent Position hybrid role (3 days in the office and 2 at home) working 40 hours per week Monday to Friday mainly 08.00am - 5.00pm with an early rota of 07.00am - 4.00pm once every 8 or 9 weeks. There is also a requirement to work a Saturday 08.00am - 1.00pm once in every 4 weeks or a Sunday 10.00am - 4.00pm once every 4 weeks.

And here’s what we’d like you to have:

• Excellent customer service and relationship building skills

• Confidence talking to different people

• Strong organisational skills with attention to detail

• The ability to multi-task and manage your own workload

• Enthusiasm with an eagerness to learn

We look forward to receiving your application!

#ACHS100

Customer Support Executive

Since its launch in 2014, our client has transformed the way organisations bring the best people onto their boards. By combining technology with human insight, they disrupt traditional search methods to deliver stronger and more diverse shortlists for every role.

About the Role

Our client is looking for a highly professional and personable Customer Support Executive to be the first point of contact for their members, candidates, and clients. You will play a vital role in ensuring that everyone who interacts with our client has an excellent experience. This role is perfect for someone with strong communication skills, attention to detail, and a service-oriented mindset.

Your Key Responsibilities:

• Be the first point of contact for all incoming enquiries via phone, email, and the platform, ensuring they are responded to promptly and professionally.
• Review all role postings on the platform to ensure accuracy, quality, and consistency before they go live.
• Support the processing and evaluation of membership requests and referrals.
• Handle technical membership issues, troubleshooting where possible and liaising with the product team to ensure quick resolution.
• Answer direct calls from the main switchboard, ensuring professional and friendly communication.
• Provide general support to internal teams when needed including some diary management and external scheduling, ensuring smooth day-to-day operations.
• Maintain clear and accurate records of enquiries and escalate issues where appropriate.

Skills and Experience Required:

• Exceptional written and verbal communication skills – confident and professional in dealing with a wide range of stakeholders.
• Strong attention to detail and commitment to quality control.
• Highly organised, with the ability to manage a busy workload and competing priorities.
• Friendly, approachable, and service-driven, with a genuine desire to help people.
• Tech-savvy, with the ability to quickly learn and adapt to new systems.
• Previous experience in customer service, front-of-house, or administrative support is desirable but not essential.

Personal Attributes:

• Conscientious and reliable.
• Calm under pressure and able to manage multiple tasks at once.
• Tenacious, with a positive, can-do attitude.
• Professional, personable, and a natural communicator.

In addition to a great environment, you will receive the following benefits: 25 days holiday; Office closed over Christmas, and bank holidays; Flexible hours and hybrid working; Private health insurance with mental health and dental coverage, and 24/7 access to a private GP; Regular learning and development opportunities.

Job Title: IoT Customer Support Engineer

Company Overview: The Airedale Group are the leading market design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end-to-end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.

Job Overview: We are seeking an experienced customer service professional to join our team The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal.

Location: Weymouth, Brackley or Halesowen

Key Responsibilities:

• Handle customer queries related to IoT devices, connectivity, and software via Zendesk.
• Troubleshoot and resolve IoT-related technical issues, escalating when necessary.
• Document interactions and update knowledge base articles to assist users.
• Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution.
• Monitor IoT and kitchen appliance system performance and report on key metrics.
• Assist in customer onboarding and training on IoT system usage.
• Proactively identify any issues within the data and maintain tracking of customer issues.
• Aim to exceed customer expectations by resolving issues promptly and professionally, fostering a positive experience that drives customer loyalty.

Experience Required:

• Experience in a customer support or technical support role.
• Strong Excel user.
• Good analytical skills.
• Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous.
• Flexibility to work weekends on a shared rota.
• Proficiency with customer support tools (e.g., Zendesk).
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with the catering industry sector and commercial kitchen appliances is beneficial.

The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.

Role: Customer Support Lead

Location: Bristol / Hybrid

About Jugo:

Jugo is the evolution of digital meeting spaces - a powerful layer that transforms standard video calls into high-impact, high-conversion moments. As virtual becomes the norm for over 80% of business interactions, Jugo is the lever that strengthens brand presence and drives conversion in every key moment.

It integrates seamlessly over the tools you already use like Zoom or Teams - and gives hosts the power to truly own the room. Whether you're pitching, presenting, or leading a mission-critical conversation, Jugo ensures your message lands with clarity, confidence, and commercial impact.

Our Meeting Impact Technology is built for customer-facing teams, marketers, and leaders who need to deliver with presence, precision, and persuasion. With cinematic visuals, intelligent flows, and AI-enhanced content impact , Jugo helps any host look remarkable, feel unstoppable, and convert more.

No platform switching. No technical setup. Just pure impact, delivered in the moments that matter most.

Our Vision: To inspire confidence in every individual by reimagining digital communication.

Our Mission: To bring unforgettable experiences to every digital presentation, so any host can turn

their brand, products, and themselves into superstars.

Our Promise: Look remarkable. Feel unstoppable. Deliver with impact. Own the Moment.

The Role:

We’re looking for a Customer Support Lead to help implement and evolve Jugo’s support infrastructure as we scale. Reporting into the Head of Ops, this role is ideal for someone who has been hands-on in a B2B SaaS environment and is now ready to build and develop a technical and commercial support function that is focused, fast, helpful and future-ready from day one.

You’ll help implement our support tooling, write the knowledge base from scratch, and ensure we’re offering seamless, intelligent support to our customers and internal teams as we grow.

Key Responsibilities:

1. Support Infrastructure Setup

• Help implement Zendesk (or similar) as our support hub
• Configure ticket workflows, SLAs, triggers, and macros
• Integrate live chat, email, widget, and social support channels
• Set up internal views, queues, and escalation paths
• Define permissions and business rules for the support platform

2. Knowledge Base & Self-Service Content

• Write and maintain user-facing documentation and FAQs
• Build structured knowledge libraries for both human agents and AI agents
• Create guided support flows for agents to follow
• Work with product, ops, and marketing to ensure accuracy and clarity
• Continuously expand and refine articles based on feedback and ticket trends

3. Customer Support Experience & Process Design

• Design macros and response templates for known queries
• Define support tone, response quality standards, and escalation flows
• Monitor and respond to inbound queries from alternative sources (e.g. social media)
• Flag recurring issues and themes for Product, UX, and Sales teams

4. Customer Data & Tool Integration

• Integrate Zendesk with CRM (e.g. HubSpot) to surface contextual customer data
• Ensure agents can access customer type, plan, and product usage history
• Use tagging and fields to categorize issues by topic, severity, and user segment

5. Measurement & Quality

• Track KPIs such as First Response Time, CSAT, ticket deflection, resolution time
• Set up reporting dashboards and regular insight sharing with Product/UX
• Support quality reviews of ticket handling tone and effectiveness

6. Team Support & Scaling

• Support the hiring, onboarding, and day-to-day coordination of initial support agents (1st and 2nd line, including technical support), or agency equivalents.
• Maintain internal SOPs and onboarding resources.
• Support agent performance reviews, coaching, and QA feedback.

7. Customer Feedback Loop

• Tag and prioritise feedback, bugs, and feature requests
• Maintain a flow of insights between support and Product/Design
• Champion the customer voice in internal road mapping

8. Managed Service Enterprise Client Support

• Provide premium, proactive support for our managed service enterprise clients (e.g. Guinness, Coca Cola, Newcastle United, Paris Saint Germain, Nokia)
• Manage each contracted managed service meeting from preparation through delivery, ensuring expectations are clear, met, and documented
• Liaise with studio, product, and technical teams to resolve issues quickly
• Maintain service quality while building the full SaaS customer support function

Success Metrics:

• Zendesk and support tooling live and fully functional
• Knowledge base sufficiently populated so line agents can resolve 80% of tickets with 80%+ CSAT
• SLAs met for response and resolution times
• Internal teams confident in triage, escalation, and reporting processes
• Customer feedback is structured, visible, and driving product improvement

About You:

You’ll thrive in this role if you:

• Have 5+ years of customer support experience in a fast-moving B2B SaaS environment
• Have experience setting up or scaling tools like Zendesk, Freshdesk, HelpScout
• Write clearly, calmly, and efficiently under pressure
• Know how to recreate and specify technical bugs
• Are organised, pragmatic, and care deeply about end-user experience
• Enjoy working cross-functionally with product, engineering, and commercial teams
• Are proactive and continuously seek to improve systems, not just maintain them

Bonus Points:

• Experience supporting or training AI-driven help agents
• Familiarity with light technical tooling (CMS, bug tracking, admin panels)
• Past experience supporting enterprise customers in a post-sale environment

What We Offer:

• Hybrid working with Bristol office access
• 25 days holiday + public holidays
• Wellbeing and professional development budget
• Opportunity to build a standout support experience from scratch

Why This Role Matters:

Customer support is one of the first human touchpoints our users experience — and how we show up in those moments defines trust. In this role, you’ll help build a thoughtful, scalable support function that empowers agents, delights customers, and strengthens Jugo’s reputation with every ticket.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve customer issues, providing accurate information and effective solutions.
• Escalate complex issues to appropriate departments when necessary, ensuring follow-up.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify and report trends in customer inquiries to help improve products and services.
• Proactively engage with customers to ensure their needs are met and their experience is positive.
• Provide information about our client's products, services, and policies.
• Assist with onboarding new customers and provide ongoing support.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Contribute to the development of support documentation and FAQs.
• Handle customer feedback and work towards customer retention and satisfaction.
• Ensure all customer data is handled in accordance with privacy policies.
• Uphold company standards for service quality and professionalism.
• Adapt to new tools and processes as the company evolves.
• Contribute to a positive and productive team atmosphere.

• Previous experience in a customer service or support role is essential.
• Excellent communication and interpersonal skills, with a friendly and patient demeanor.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine desire to help people.
• Ability to work collaboratively within a team.
• Good understanding of basic IT troubleshooting.
• Flexibility to adapt to changing customer needs and service demands.
• Demonstrable ability to remain calm under pressure.
• Commitment to delivering outstanding customer service.
• Basic knowledge of the industry our client operates in is a plus.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve customer issues related to orders, accounts, and product usage.
• Provide detailed product information and guidance to customers.
• Process returns, exchanges, and refunds according to company policy.
• Escalate complex issues to appropriate departments or senior support staff when necessary.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify trends in customer inquiries and provide feedback to management for service improvement.
• Educate customers on product features and benefits.
• Handle customer complaints with patience and professionalism, aiming for first-contact resolution.
• Contribute to building a positive and supportive team environment.

• Proven customer support experience, preferably in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively.
• A positive attitude and a genuine desire to help customers.
• Ability to remain calm and professional under pressure.
• Basic computer literacy and familiarity with online platforms.
• High school diploma or equivalent; further education or certification is a plus.