100 Support Specialist jobs in Plymouth

• Respond to customer inquiries and provide technical assistance for software-related issues via multiple communication channels.
• Diagnose, troubleshoot, and resolve hardware and software problems according to established procedures.
• Escalate complex issues to appropriate internal teams when necessary, ensuring proper documentation.
• Guide users through step-by-step solutions and provide clear, concise instructions.
• Document all support interactions, resolutions, and feedback in the ticketing system.
• Create and maintain knowledge base articles and FAQs to empower users and reduce support volume.
• Identify recurring issues and provide feedback to the development team for product improvements.
• Proactively identify opportunities to enhance the customer support experience.
• Stay up-to-date with product updates, new features, and troubleshooting techniques.
• Contribute to a positive and collaborative team environment.

• Provide first-line technical support to customers via phone, email, and live chat.
• Diagnose and troubleshoot software and hardware issues, guiding users through step-by-step solutions.
• Escalate complex issues to higher-level support teams when necessary, providing detailed documentation.
• Maintain accurate records of customer interactions and resolutions in the ticketing system.
• Develop and update knowledge base articles and FAQs to assist customers and internal teams.
• Identify recurring technical issues and provide feedback to the development team for product improvement.
• Assist with user onboarding and provide training on product features.
• Ensure timely and efficient resolution of customer support requests, meeting defined service level agreements (SLAs).
• Stay up-to-date with product updates, new features, and industry trends.
• Contribute to a positive and supportive team environment.
• Adhere to company policies and procedures regarding customer data privacy and security.
• Proactively identify opportunities to improve the customer support experience.

• Proven experience in a technical support or customer service role.
• Strong understanding of computer hardware, software, and operating systems (Windows, macOS).
• Excellent problem-solving and analytical skills.
• Proficiency in using helpdesk software and ticketing systems.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly and concisely.
• Patience, empathy, and a customer-centric attitude.
• Ability to work effectively under pressure and manage multiple priorities.
• A genuine interest in technology and a willingness to learn.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
• Previous experience supporting SaaS products is an advantage.
• Must be able to commute to our **Plymouth, Devon, UK** office daily.

• 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.

• Provide first-line technical support to customers via email, chat, and phone.
• Troubleshoot and diagnose software issues, providing timely and accurate resolutions.
• Guide customers through product features, installations, and configurations.
• Escalate complex technical issues to higher-level support teams or engineering when necessary.
• Document customer interactions, issues, and resolutions in the CRM system.
• Develop and maintain a comprehensive knowledge base of product information and troubleshooting guides.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure a high level of customer satisfaction through professional and timely support.
• Assist with user onboarding and training sessions.
• Contribute to the continuous improvement of support processes and customer experience.

• Proven experience in a customer support or technical helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• A patient, empathetic, and customer-focused attitude.
• Strong organizational skills and ability to manage multiple tasks.
• Ability to work independently and as part of a remote team.
• Experience supporting SaaS products is a plus.
• Associate's degree in IT, Computer Science, or a related field, or equivalent experience.

Project Support Specialist

Role Purpose

The Project Support Specialist will provide essential administrative and analytical support to the Projects team across a portfolio of HV Cabling, Overhead Line and Substation schemes.

The role will focus on maintaining accurate project documentation, managing key data logs, supporting project assurance processes, and ensuring timely collection and input of project and financial information.

This position plays a critical role in enabling project managers to deliver effectively by ensuring governance, compliance, and data integrity across the portfolio.

Key Responsibilities

• Administrative Support
  • Maintain and update project documentation, registers, and logs in line with clients standards.
  • Provide general administrative support to the project team, ensuring smooth day-to-day operations.
• RAAIDD Log Management
  • Own and maintain project RAAIDD (Risks, Assumptions, Actions, Issues, Decisions, Dependencies) logs.
  • Ensure entries are up to date, accurate, and reviewed regularly with project managers.
• Project Management Data
  • Input, track, and update project performance data in project management systems.
  • Support reporting processes by preparing accurate, timely data for dashboards, status reports, and governance reviews.
• Financial Data
  • Collect, validate, and input financial data in accordance with corporate processes.
  • Support cost tracking, budget monitoring, and financial forecasting activities.
  • Liaise with finance colleagues to ensure alignment of project spend and reporting.
• Project Assurance & Governance
  • Support project assurance reviews by providing accurate data, documentation, and compliance evidence.
  • Monitor adherence to project delivery frameworks and escalate gaps where appropriate.
  • Assist with preparing materials for audits, stage gate reviews, and assurance checks.

Skills & Experience Required

• Strong administrative and organisational skills with excellent attention to detail.
• Experience in project support, PMO, or a similar administrative/project environment.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and familiarity with project management software/tools.
• Strong numeracy and ability to handle financial data accurately.
• Good communication and interpersonal skills, able to work with stakeholders at all levels.
• Proactive approach with the ability to prioritise workloads and meet deadlines.

Desirable

• Knowledge of project management methodologies (e.g., PRINCE2, MSP, Agile).
• Previous experience in utilities, infrastructure, or regulated environments.

• Conducting initial assessments of client needs and circumstances.
• Developing, implementing, and reviewing individual support plans.
• Liaising with healthcare professionals, social workers, and other relevant agencies.
• Providing emotional support and guidance to clients and their families.
• Coordinating access to community resources and services.
• Maintaining detailed and accurate client records in line with confidentiality policies.
• Monitoring client progress and adjusting support plans as necessary.
• Advocating for client rights and ensuring their voice is heard.
• Participating in team meetings and contributing to service development.
• Providing information and advice on available care options and entitlements.

• Experience in a social care, healthcare support, or related field.
• Understanding of safeguarding principles and vulnerable adults legislation.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to empathize and build trust with a diverse range of individuals.
• Proficiency in record-keeping and case management.
• Strong organizational and time-management abilities.
• Willingness to work towards relevant professional qualifications if required.
• A genuine commitment to improving the lives of those in need.
• Ability to work independently and as part of a team.

• Provide advanced technical support to customers via email, phone, and live chat, resolving complex issues related to our software platform.
• Troubleshoot and diagnose software problems, providing clear and concise solutions and workarounds.
• Escalate critical issues to the appropriate internal teams (e.g., development, product management) while ensuring timely resolution and customer satisfaction.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and reduce support volume.
• Proactively identify trends in customer inquiries and feedback, providing insights to the product and engineering teams for service improvements.
• Onboard new customers, conducting training sessions and ensuring they have the resources needed to succeed.
• Manage customer relationships, ensuring a high level of satisfaction and retention.
• Participate in user acceptance testing for new software releases and features.
• Assist in training and mentoring junior support staff.
• Contribute to the continuous improvement of customer support processes and tools.
• Document all customer interactions and resolutions accurately in the CRM system.
• Advocate for the customer internally, ensuring their needs are understood and addressed.

• A minimum of 5 years of experience in a customer support or technical support role, preferably within the SaaS industry.
• Proven ability to troubleshoot and resolve complex technical issues for software products.
• Excellent written and verbal communication skills, with a knack for explaining technical concepts in simple terms.
• Strong understanding of customer relationship management (CRM) principles and experience with support ticketing systems (e.g., Zendesk, HubSpot Service Hub).
• Experience in creating and managing knowledge base content.
• A proactive and empathetic approach to customer service, with a strong focus on problem-solving.
• Ability to work independently and manage time effectively in a remote work environment.
• Experience in training or mentoring others is a plus.
• Familiarity with agile development methodologies is beneficial.
• Must be eligible to work in the UK.

• Respond to customer inquiries promptly and professionally across multiple channels (phone, email, chat).
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and service processes.
• Maintain up-to-date knowledge of product offerings and company updates.
• Collaborate with internal teams to ensure a seamless customer experience.
• Contribute to building strong customer relationships and fostering loyalty.
• Adhere to service level agreements (SLAs) and performance metrics.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• A stable internet connection and a dedicated, quiet workspace.
• Experience in a technical support role is a plus.
• A patient, empathetic, and customer-focused attitude.
• High school diploma or equivalent; further education or certifications are advantageous.