49 Support Roles jobs in Dovecot

• Provide high-quality customer support via multiple channels.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Answer product-related questions and provide guidance.
• Process customer requests accurately and promptly.
• Manage customer complaints and escalate complex cases.
• Document all customer interactions and resolutions in the CRM system.
• Contribute to the development of support documentation and FAQs.
• Identify opportunities to improve customer satisfaction and service delivery.
• Maintain up-to-date knowledge of products and services.
• Represent the company in a professional and courteous manner.

• Proven experience in a customer support or similar role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk systems.
• Ability to multitask and manage time effectively.
• Patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; a degree is a plus.
• Ability to work independently in a remote setting.
• Familiarity with (mention a relevant software/product type, e.g., SaaS platforms) is advantageous.
• Adaptability and willingness to learn new systems.

• Minimum of 3 years of experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong IT literacy, including proficiency with CRM software and Microsoft Office Suite.
• Ability to multitask, prioritize, and manage time effectively.
• Proven ability to handle difficult customer situations with patience and professionalism.
• Experience in training or mentoring junior staff is advantageous.
• A commitment to delivering high-quality customer service.

• Respond to customer inquiries and resolve issues promptly and efficiently via multiple communication channels.
• Investigate and troubleshoot customer problems, providing clear and concise solutions.
• Escalate complex technical or service issues to appropriate departments when necessary.
• Provide guidance and support to a team of Customer Support Representatives.
• Assist in the development and delivery of training programs for new and existing team members.
• Monitor team performance and provide feedback to individuals.
• Identify recurring customer issues and propose solutions for process improvements.
• Maintain accurate and detailed records of customer interactions and transactions.
• Contribute to the creation and maintenance of support documentation and knowledge bases.
• Uphold the company's commitment to exceptional customer service.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to empathize with customers and remain calm under pressure.
• Experience in mentoring or supervising a team is highly desirable.
• Ability to work independently and manage time effectively in a remote setting.
• A reliable internet connection and a dedicated home office space.
• Previous experience in the relevant industry (specify industry if known, e.g., SaaS, E-commerce) is a plus.

• Provide first-line and escalated support to customers via phone, email, and live chat.
• Diagnose and resolve technical hardware and software issues.
• Guide users through step-by-step solutions and clearly communicate technical findings.
• Manage and maintain customer support tickets, ensuring accurate and timely updates.
• Identify recurring customer issues and provide feedback to product development teams.
• Create and update knowledge base articles and FAQs to empower users.
• Train and mentor junior support staff.
• Participate in team meetings and contribute to the continuous improvement of support processes.
• Ensure all customer interactions are handled with professionalism and empathy, adhering to service level agreements (SLAs).
• Proactively identify opportunities to enhance the customer experience.

• Proven experience in a customer service or technical support role, preferably within a hybrid environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer support software and CRM systems.
• Ability to explain technical concepts to non-technical users.
• Experience with remote support tools and ticketing systems.
• Demonstrated ability to work independently and as part of a team.
• A commitment to providing outstanding customer service.
• Experience in IT support or a related technical field is highly desirable.
• Previous experience in mentoring or training junior colleagues is a plus.

• Handle inbound customer inquiries via phone, email, and live chat, providing timely and accurate resolutions.
• Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.
• Escalate complex or unresolved issues to the appropriate internal teams, ensuring follow-through and resolution.
• Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Identify and analyse trends in customer issues to provide feedback for service improvement.
• Develop and update customer support documentation, FAQs, and knowledge base articles.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Contribute to team meetings, sharing insights and suggesting process enhancements.
• Ensure all customer interactions are handled with professionalism, empathy, and a customer-centric approach.
• Meet and exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.

• Proven experience in a customer service or technical support role, preferably in a senior capacity.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Strong problem-solving abilities and a logical approach to troubleshooting.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple tasks simultaneously and work effectively under pressure.
• A customer-first attitude with a genuine desire to help others.
• Experience working in a hybrid or remote team environment.
• Experience in the (Industry specific to client, e.g., SaaS, E-commerce) sector is a plus.

About the team

The award-winning Customer Care team live and breathe the Very Group values. You will find a group of diverse and inspirational colleagues where collaboration and innovation are embraced and celebrated.

Our Customer Arrears Support Team are at the forefront of our customer care efforts, working to offer our customers solutions when they are in times of financial distress. This team operates through inbound, outbound, and digital channels to contact customers who have either forgotten to pay or need support for long term financial issues.

About the role

Working within the Customer Arrears Support Team, you will be part of a team that offers solutions to our customers in times of financial difficulty.

This is an ambitious, innovative, and award-winning department working to responsibly deal with customer issues concerning financial arrears. They help to provide solutions and advice to meet the individual customer needs in a responsible, supportive, and fair manner.

• Speaking to customers over the phone who have outstanding debt or who have not met payments on their account
• Using a customer-centric approach to offer a bespoke solution to a range of customers with differing financial problems
• Recovering outstanding customer arrears using problem solving skills
• Delivering a positive outcome for the customer in what can be a difficult phone call
• Assessing the impact of the solution for The Very Group and working within FCA and FOS guidelines

Hours - Full time, 35 hours per week.

Shift Pattern - The shift pattern will be 5 days a week, between Monday and Saturday between 10:00am and 18:00pm, to be discussed at interview. Saturday workers will be paid a weekend premium, at time and a half.

Training - Training will be based on site, in Bolton, Monday to Friday between 10:00am and 18:00pm for up to 13 weeks. You will then go on to your allocated shift pattern.

About You

You’ll be a great communicator, able to create and build rapport with the customer verbally to create a conversation that helps to identify and solve the issue that the customer is facing.

The most important skills for this role are empathy, emotional intelligence and resilience. Our customers are so important to our business, even when they are facing difficulty in making payments.

• Adaptable and decisive with the ability to work in a fast-paced environment, thinking quickly about the best solution
• Empathetic and patient towards our customers, to allow the formulation of a solution that will deliver positive outcome for both parties
• Driven to deliver great service as well as following through with the solution until the customer is satisfied.
• Planned and organised and comfortable with understanding the commercial reality of a range of solutions in order to offer the accurate information to the customer

Some of our benefits

• Flexible, hybrid working model
• Weekend Premium paid at time and a half
• 23 days holiday + bank holidays
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.co.uk
• Matched pension up to 6%
• More benefits can be found on our career site

How to apply

Please note that the talent acquisition team are handling this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.

What happens next?

Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review, and then be in touch to move to the interview process. Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview.

About us

We’re The Very Group – home to Very.co.uk and a strong team of super talented people, all passionate about making good things easily accessible to more people, so they can live life well. We combine amazing brands and products with flexible payment options that help people say yes when it matters most.

Equal opportunities

We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical assistance.
• Diagnose and resolve software-related issues for a diverse client base.
• Guide customers through product features and functionalities, ensuring a positive user experience.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Escalate unresolved technical problems to the appropriate internal teams, providing detailed information.
• Collaborate with development and quality assurance teams to identify and report product bugs.
• Develop and maintain knowledge base articles and FAQs for customer self-service.
• Train and mentor junior support staff on technical aspects and best practices.
• Proactively identify trends in customer issues to suggest product improvements.
• Contribute to team meetings, sharing insights and solutions.

• Proven experience in a customer support or helpdesk role, with a focus on technical issues.
• Strong understanding of software troubleshooting and IT support principles.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with CRM software and ticketing systems.
• Experience with SaaS products is highly desirable.
• Ability to manage multiple tasks and prioritize effectively.
• A customer-centric approach with a passion for problem-solving.
• Minimum of 2 years of relevant experience.
• Experience in remote or hybrid work environments.