What Jobs are available for Support Specialist in Richmond?

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues reported by customers, identifying root causes and providing effective solutions.
• Guide customers through product features and functionalities, offering clear instructions and support.
• Escalate complex issues to senior support tiers or relevant development teams when necessary, providing detailed documentation.
• Maintain accurate and comprehensive records of customer interactions and resolutions in the CRM system.
• Develop and update customer-facing documentation, FAQs, and knowledge base articles.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Assist in training new customer support representatives.
• Contribute to improving the overall customer support experience and processes.
• Ensure customer satisfaction by delivering exceptional service and support.

• Proven experience in a technical customer support or helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience with remote support tools.
• A patient and empathetic approach to customer service.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Familiarity with SaaS products is a plus.
• Flexibility to work occasional evenings or weekends if required.

Do you want to join a cutting-edge fintech organisation that’s revolutionising the financial markets with their innovative trading platform? We’re seeking a talented Client Service Specialist to join this dynamic and technical team, shaping the future success of the business.

Your Role:

As a Support Specialist, you’ll play a key role in ensuring the smooth operation and reliability of the platform.

If you're looking to join an innovative company with a fantastic working culture then apply today!

Your responsibilities will include:

Application Support and Deployment: Deliver high-quality support for our trading applications and ensure seamless deployments.

Monitoring Systems: Configure, tune, and optimise monitoring systems for maximum efficiency.

Incident Response: Manage and resolve incidents effectively to maintain platform stability and client satisfaction.

Client Management: Work closely with clients, providing exceptional service and building lasting relationships.

Must-Haves:

FIX Protocol experience

Strong experience with Linux servers.

Background in FX trading or application support.

Desirables:

Scripting skills in any language (e.g., Python, Bash, or similar).

Location:

London (4x per week onsite)

Salary:

£50k-70k

Client Support Specialist – Disputes

This is a client-facing position within the Solution Operations team, offering hands-on experience supporting legal teams with electronic bundle management across Litigations, Arbitrations, Inquests, and Inquiries. You’ll work closely with internal departments in a fast-paced, collaborative environment, helping to deliver an effective external service while contributing to the development of internal systems and processes.

The company is known for its people-first culture and is looking for a bright, proactive, and tech-savvy individual who’s keen to grow within the team and build a long-term career.

Key Responsibilities:

• Provide disputes technology support, including uploading and organising electronic documentation per client instructions

• Liaise directly with solicitors and barristers via phone and email, advising on best practices and resolving technical queries

• Conduct quality checks across multiple concurrent matters

• Manage team inboxes and internal communications efficiently

• Convert and manipulate Excel/CSV files for data import/export

• Troubleshoot client-reported issues and coordinate internal resolution

• Assist with hearing bundle exports, printing, and quality control

• Collaborate with Client Services to ensure smooth hearing delivery

• Accurately record task information for billing

What We’re Looking For:

• Strong attention to detail and ability to manage competing priorities

• Excellent communication skills and confident telephone manner

• Proficiency in Microsoft Office (especially Excel) and Adobe Acrobat

• Interest in technology, systems, and process improvement

• Experience in a professional, client-facing support role (legal tech preferred)

• Willingness to learn and use initiative

• Ability to work independently and as part of a team

Working Hours:

Rotating weekly shifts: Between 8am - 7pm

Benefits Include:

• Contributory pension plan

• 26 days annual leave + flexible working

• Private health insurance

• Loyalty share scheme

• Enhanced maternity/paternity leave

• Employee assistance programme

• EV salary sacrifice & cycle to work scheme

• Calm and mindfulness sessions

• Charity/dependent cover leave

• Modern office space & regular social event

Our client, based in Banbury, is one of the UK’s fastest-growing Medical and Scientific Distribution Companies with plans to double the business within the next three years. Due to continued growth, they are now looking to hire an additional Sales Support Specialist to assist with operating table trials across the country.

Reporting to the Capital Sales Team Leader, this role would ideally suit someone from an ODP background or with previous theatre experience, including patient positioning.

Please note that, for the purpose of travelling, candidates must be based in London, ideally in South or Southwest London.

Main Duties & Responsibilities:

• Support operating table trials and demos as directed by the National Sales Manager. This will involve demonstrating the equipment, delivering clinical applications training to customers, delivering clinical case support for patient treatments, asking questions to understand customer expectations and requirements, handling objections and problem-solving.
• Document and manage all relevant customer activities within the CRM system
• Host customer site visits at reference sites
• Conduct system testing on-site if required
• Oversee the customer service team and delegate work accordingly
• Troubleshoot product issues at customer sites and identify any product usability issues
• The Operating Theatre Sales Support Specialist will travel extensively, with travel expected to be 80% or more of their responsibilities
• Communicates customer feedback to the appropriate functions in the company
• Document complaints according to QMS/EMS processes
• Support the Sales by demonstrating products to potential customers
• Represent the company at trade shows and exhibitions
• Trained to Install Operating Table software upgrades as required
• Provide post-installation training for end users of the products.
• Liaise with all end users post-install to gain feedback, testimonials and Case Study information where required.

Previous Experience/Qualifications:

• The ideal candidate would have previous experience with operating tables and patient positioning.
• Previous sales experience is not essential but desirable.
• ODP, Nurse, Surgical Specialities or theatre-based experience is essential
• Ability to work under pressure and prioritise workload
• Good communication skills – verbal and written
• Good computer skills
• Due to travel requirements, candidates must have a full UK driving licence.

Additional Information:

• Please note this is a full-time, permanent role working Monday – Friday. Core hours are 9 am – 5 pm, with flexibility required for travelling to hospitals.
• Company car available.
• Performance bonus incentive
• Opportunities for career advancement and professional development.
• 23 days holiday plus Bank holidays
• Health cover

Please contact Matt Hartwell on or email your CV to for a confidential chat.

• Manage a high volume of inbound customer queries via phone, email, and chat.
• Troubleshoot and resolve technical and non-technical issues efficiently.
• Escalate complex problems to appropriate departments while maintaining ownership until resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior support team members, sharing best practices and expertise.
• Identify trends in customer issues and provide feedback to product and engineering teams for service enhancements.
• Proactively engage with customers to ensure satisfaction and gather feedback.
• Contribute to the development and implementation of new support strategies and tools.
• Ensure all customer interactions are logged accurately and follow established protocols.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Represent the company's values and commitment to excellence in every interaction.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software (e.g., Zendesk, Salesforce) and ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• Strong understanding of IT support principles and customer service best practices.
• A proactive approach to identifying and resolving customer needs.
• Excellent written and verbal English proficiency.
• Experience in training or mentoring junior staff is a strong advantage.
• Adaptability and resilience in handling challenging customer situations.
• Commitment to continuous learning and professional development.

• Manage and resolve complex customer inquiries and issues via phone, email, and in-person interactions.
• Provide expert guidance and support on a wide range of financial products and services.
• Escalate unresolved issues to appropriate departments and ensure timely resolution.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Develop and update customer support documentation and knowledge base articles.
• Identify trends in customer inquiries and provide feedback to improve services and products.
• Train and mentor junior customer support staff.
• Contribute to the development and implementation of customer service best practices.
• Proactively engage with clients to ensure satisfaction and build strong relationships.
• Handle sensitive client information with the utmost confidentiality and professionalism.

• Minimum of 5 years of experience in a customer-facing role, preferably within the financial services industry.
• Proven ability to handle complex and sensitive customer issues with empathy and efficiency.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in CRM software and standard office applications.
• Knowledge of financial products and services is highly desirable.
• Ability to remain calm and professional under pressure.
• Team player with a positive attitude and strong work ethic.
• Willingness to work on-site in our **London, England, UK** office.
• Bachelor's degree or equivalent relevant experience.

• Handle escalated customer support inquiries via phone, email, and chat.
• Provide timely, accurate, and professional solutions to customer issues.
• Troubleshoot and resolve technical and non-technical problems effectively.
• Document customer interactions and resolutions in the CRM system.
• Mentor and guide junior customer support representatives.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Identify and report recurring customer issues and suggest process improvements.
• Collaborate with other departments to resolve complex customer problems.
• Maintain a high level of customer satisfaction and loyalty.
• Participate in ongoing training to enhance product knowledge and support skills.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage and de-escalate difficult customer interactions.
• Experience in training or mentoring team members is a plus.
• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to work effectively in a hybrid office/remote environment.
• High school diploma or equivalent; further education or certifications are beneficial.

• Provide advanced technical and non-technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues, escalating to relevant departments when necessary.
• Develop and maintain a deep understanding of our client's products and services to provide accurate information and solutions.
• Assist in training and mentoring junior customer support representatives.
• Contribute to the creation and maintenance of customer support knowledge base articles and FAQs.
• Identify trends in customer inquiries and feedback, providing insights to improve products and services.
• Ensure customer satisfaction by delivering timely, professional, and effective support.
• Handle customer complaints and difficult situations with diplomacy and professionalism.
• Process returns, exchanges, and other customer-related transactions accurately.
• Participate in team meetings and contribute to service improvement initiatives.