594 Support Staff jobs in Aberdeen
Customer Support Specialist
AB10 1 Aberdeen, Scotland
£24000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their team in Aberdeen, Scotland, UK . This role is crucial for providing exceptional technical assistance and customer service to a diverse clientele, ensuring satisfaction and prompt resolution of inquiries. You will be responsible for handling incoming customer requests via phone, email, and chat, diagnosing technical issues, and guiding users through troubleshooting steps. The ideal candidate will possess excellent communication and active listening skills, with a patient and friendly demeanor. A strong understanding of customer service principles and a passion for helping others are essential. You should be proficient in using CRM systems and support ticketing software. This hybrid role allows for a balance of in-office collaboration and remote flexibility. You will work closely with other departments, including technical support and product development, to escalate complex issues and provide feedback on product performance and user experience. Key responsibilities include maintaining detailed records of customer interactions, documenting solutions, and contributing to the knowledge base. We are looking for individuals who are detail-oriented, highly organized, and capable of managing multiple tasks simultaneously. A proactive approach to problem-solving and a commitment to delivering first-class support are paramount. If you thrive in a fast-paced environment and enjoy interacting with customers to resolve their issues, this opportunity may be for you. Your ability to clearly articulate technical information to non-technical users will be highly valued. Join a supportive team dedicated to providing outstanding customer experiences.
Key Responsibilities:
Key Responsibilities:
- Provide timely and effective customer support via phone, email, and chat.
- Troubleshoot and resolve technical issues for customers.
- Guide users through product features and functionalities.
- Document customer interactions and resolutions in the CRM system.
- Escalate complex issues to appropriate technical teams.
- Contribute to the development and maintenance of the knowledge base.
- Identify trends in customer inquiries and provide feedback to product teams.
- Ensure a high level of customer satisfaction with every interaction.
- Maintain a professional and courteous demeanor at all times.
- Participate in team meetings and training sessions.
- Proven experience in a customer service or technical support role.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively.
- Customer-focused mindset with a passion for service excellence.
- Ability to explain technical information clearly to non-technical users.
- Experience in a hybrid work environment is beneficial.
- High school diploma or equivalent; further education or certifications are a plus.
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0
Senior Customer Support Specialist
AB10 1AB Aberdeen, Scotland
£32000 Annually
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Posted 1 day ago
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Job Description
We are seeking a highly motivated and experienced Senior Customer Support Specialist to join our dynamic team in Aberdeen, Scotland, UK . This role is crucial in ensuring our customers receive exceptional support and guidance throughout their journey with our services. You will be the first point of contact for a wide range of customer inquiries, resolving issues efficiently and professionally. The ideal candidate will possess excellent communication skills, a strong problem-solving aptitude, and a deep understanding of customer service best practices. As a Senior Specialist, you will also be responsible for mentoring junior team members, contributing to the development of support documentation, and identifying areas for process improvement. Your day-to-day responsibilities will include managing a high volume of inbound customer requests via phone, email, and chat; troubleshooting technical and non-technical issues; escalating complex problems to the appropriate departments; documenting all customer interactions accurately in our CRM system; and providing feedback to product and engineering teams based on customer interactions. You will be expected to maintain a high level of customer satisfaction, measured by feedback and resolution times. A proactive approach to identifying customer needs and offering solutions is highly valued. The role requires you to work collaboratively with cross-functional teams to ensure a seamless customer experience. Opportunities for professional development and career advancement are available within our growing organization. This hybrid role offers a blend of in-office collaboration and remote flexibility, allowing you to balance your work and personal life effectively. We are committed to fostering a supportive and inclusive work environment where every team member can thrive.
Key Responsibilities:
Key Responsibilities:
- Handle a diverse range of customer inquiries and resolve issues promptly and effectively.
- Provide technical assistance and guidance on product usage.
- Document customer interactions and solutions in the CRM system.
- Mentor and train junior customer support staff.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Identify and report recurring customer issues to relevant departments.
- Gather customer feedback to drive service and product improvements.
- Ensure adherence to company policies and service level agreements.
- Proven experience in a customer service or helpdesk role, with at least 2 years in a senior capacity.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to empathize with customers and de-escalate challenging situations.
- Experience in mentoring or team leadership is a plus.
- Familiarity with IT support principles is advantageous.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist - Remote
AB10 1AB Aberdeen, Scotland
£24000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking dedicated and empathetic Customer Support Specialists to join their growing, fully remote team. If you excel at problem-solving, possess excellent communication skills, and thrive in a home-based environment, this role is for you. You will be the first point of contact for customers, providing timely and effective assistance across various communication channels.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.
- Troubleshoot and resolve customer issues, providing clear and concise solutions.
- Educate customers on product features and services, ensuring a positive user experience.
- Escalate complex issues to the appropriate internal teams when necessary.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Adhere to established service level agreements (SLAs) and performance metrics.
- Contribute to the development and maintenance of support documentation and FAQs.
- Proactively seek opportunities to enhance customer satisfaction and loyalty.
- Collaborate effectively with remote team members and other departments.
- Manage your workload and time efficiently to meet customer needs from a remote setting.
- Proven experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customer concerns.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Comfortable working independently and as part of a remote team.
- High school diploma or equivalent; further education or certifications in customer service are a plus.
- A reliable internet connection and a dedicated workspace conducive to remote work.
- A positive attitude and a commitment to delivering exceptional customer experiences.
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2
Customer Support Lead (Technical)
AB10 1AB Aberdeen, Scotland
£30000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client, a rapidly expanding technology firm in **Aberdeen, Scotland, UK**, is looking for a proactive and customer-focused Customer Support Lead to manage their helpdesk operations. This role is perfect for an individual with a passion for technology and exceptional communication skills, who thrives in a collaborative environment. You will be responsible for leading a team of customer support specialists, ensuring timely and effective resolution of customer queries and technical issues. This hybrid role offers the flexibility to work both from home and in our modern office, fostering a healthy work-life balance. Your primary duties will include managing support ticket queues, developing and implementing support strategies, training and mentoring support staff, and acting as a point of escalation for complex customer problems. You will also be involved in creating and updating support documentation, analysing customer feedback to identify areas for improvement, and collaborating with product development teams to relay user insights. The ideal candidate will have a strong technical aptitude, with experience supporting software applications or IT services. A background in customer service management, coupled with excellent leadership and problem-solving abilities, is essential. You should be adept at de-escalating situations, providing clear and concise solutions, and ensuring a consistently high level of customer satisfaction. We are seeking someone who is organised, detail-oriented, and can manage multiple priorities effectively. This is a fantastic opportunity to make a significant impact on customer experience and contribute to the growth of a forward-thinking company. You will play a key role in shaping our customer support function and ensuring our clients receive world-class assistance.
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3
Senior Customer Support Specialist
AB10 1AD Aberdeen, Scotland
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is recruiting a Senior Customer Support Specialist to enhance their client service operations. This hybrid role, based in Aberdeen, Scotland, UK , will involve providing expert-level support to customers, resolving complex inquiries, and mentoring junior team members. You will be responsible for handling escalated customer issues, troubleshooting technical problems, and ensuring a high level of customer satisfaction. The ideal candidate will have a proven track record in customer service, with a strong understanding of the client's products and services. Excellent communication, problem-solving, and conflict-resolution skills are essential. You will contribute to the development of support documentation and training materials, and play a key role in identifying areas for service improvement. This role requires a proactive and customer-centric approach, with the ability to work effectively both independently and as part of a collaborative team. Experience with CRM systems and ticketing platforms is necessary. The hybrid nature of this position allows for a blend of in-office collaboration and remote flexibility. Join a reputable organization committed to exceptional customer care and professional development. Make a significant impact from your base in Aberdeen, Scotland, UK .
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4
Customer Support Specialist - Technical
AB10 1AA Aberdeen, Scotland
£25000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a motivated and technically adept Customer Support Specialist to join their team in Aberdeen, Scotland, UK . This role offers a hybrid work model, providing a balance between in-office collaboration and remote flexibility. You will be the first point of contact for customers experiencing technical issues with our products and services, providing timely, accurate, and empathetic support. Your primary goal will be to ensure customer satisfaction and retention through exceptional service delivery.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat, providing technical assistance and troubleshooting solutions.
- Diagnose and resolve technical issues related to software, hardware, or specific product functionalities.
- Guide customers through step-by-step solutions to complex problems, ensuring they understand the resolution.
- Escalate unresolved issues to appropriate technical teams or senior support staff, providing detailed documentation.
- Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM system.
- Develop and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and support colleagues.
- Identify trends in customer issues and provide feedback to the product development and quality assurance teams for continuous improvement.
- Proactively engage with customers to ensure their needs are met and to identify opportunities for upselling or cross-selling relevant products/services.
- Adhere to service level agreements (SLAs) and company key performance indicators (KPIs).
- Contribute to a positive and collaborative team environment, sharing knowledge and best practices.
- Stay updated on product updates, new features, and industry best practices in customer support and technology.
- Participate in training sessions to enhance technical knowledge and customer service skills.
- Handle customer complaints with professionalism and strive for first-contact resolution whenever possible.
- Educate customers on product usage and best practices to prevent future issues.
- Proven experience in a customer support role, preferably in a technical or IT support capacity.
- Strong understanding of common technical issues related to software applications, operating systems, and hardware.
- Excellent troubleshooting and problem-solving skills with a methodical approach.
- Exceptional communication, active listening, and interpersonal skills.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
- Ability to explain technical concepts clearly and concisely to non-technical users.
- Patience, empathy, and a genuine desire to help customers.
- Ability to work effectively in a team and manage time efficiently.
- Familiarity with ITIL principles is a plus.
- A passion for technology and continuous learning.
- Relevant certifications (e.g., CompTIA A+, IT Support Specialist) are beneficial.
- High school diploma or equivalent; further education in a technical field is an advantage.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist - Technical
AB10 1XG Aberdeen, Scotland
£26000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is seeking a highly motivated and technically adept Customer Support Specialist to join their growing team. Based in **Aberdeen, Scotland, UK**, this role offers a hybrid working model, allowing for a blend of in-office collaboration and remote flexibility. As a Technical Customer Support Specialist, you will be the first point of contact for customers experiencing issues with our client's innovative software solutions. Your primary focus will be to provide exceptional support, diagnose technical problems, and guide users towards effective resolutions in a timely and professional manner. This involves a deep understanding of the product suite, troubleshooting complex technical queries, and effectively communicating technical information to a non-technical audience. You will be responsible for logging all support interactions, escalating issues as necessary, and contributing to a comprehensive knowledge base. Collaboration with the engineering and product development teams will be key to identifying recurring issues and driving product improvements. The ideal candidate possesses strong analytical and problem-solving skills, a patient and empathetic approach to customer service, and a passion for technology. Previous experience in a technical support role is essential, along with a solid understanding of IT systems and software troubleshooting. You should be comfortable working in a fast-paced environment and adept at managing multiple support tickets concurrently. This role requires excellent communication skills, both written and verbal, and the ability to document technical procedures clearly. The hybrid nature of this role means you will be expected to attend the Aberdeen office on specific days, with the remaining days worked remotely. This ensures team cohesion while providing work-life balance. Your dedication to customer satisfaction and your ability to quickly learn and adapt to new technologies will be crucial to your success. We are looking for individuals who are proactive in seeking solutions and committed to providing an outstanding customer experience.
Key Responsibilities:
Key Responsibilities:
- Provide first-line technical support to customers via phone, email, and chat.
- Diagnose and resolve software and hardware-related issues.
- Document customer interactions and technical issues accurately.
- Escalate complex problems to senior support staff or engineering teams.
- Contribute to the development of the company's knowledge base.
- Assist customers with product setup and usage.
- Identify trends in customer issues and report them to management.
- Maintain a high level of customer satisfaction.
- Proven experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS) and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Proficiency in documenting technical information.
- Good communication and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Familiarity with CRM or ticketing systems.
- Experience with cloud-based software is a plus.
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6
Senior Customer Support Specialist
AB25 1JQ Aberdeen, Scotland
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their team in **Aberdeen, Scotland, UK**. This role requires a proactive individual with exceptional problem-solving skills and a passion for delivering outstanding customer service. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing timely and effective solutions across multiple communication channels (phone, email, chat). As a senior member of the team, you will also be expected to mentor junior support staff, contribute to training materials, and identify areas for process improvement. Your duties will include escalating unresolved issues to appropriate departments, maintaining accurate customer records, and providing feedback to product development teams based on customer interactions. You will be a key point of contact for high-value clients, ensuring their needs are met with efficiency and professionalism. The ideal candidate will possess a deep understanding of our products/services, excellent communication skills, and the ability to remain calm and composed under pressure. A strong understanding of CRM systems and support ticketing software is essential. This hybrid role requires you to be in the office for a portion of the week, collaborating with colleagues and participating in team meetings, while also offering the flexibility of remote work. You will play a crucial role in shaping the customer experience and driving customer satisfaction and retention. We are looking for an individual who is dedicated to exceeding customer expectations and contributing to a positive and supportive team environment. Your ability to quickly learn and adapt to new information will be highly valued.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Handle escalated customer inquiries and resolve complex technical issues.
- Provide expert support across phone, email, and chat channels.
- Troubleshoot product/service issues and guide customers to solutions.
- Mentor and train junior customer support representatives.
- Develop and update support documentation and knowledge base articles.
- Analyze customer feedback and identify trends for service improvement.
- Maintain accurate and detailed customer records in the CRM system.
- Collaborate with other departments to resolve customer issues efficiently.
- Ensure high levels of customer satisfaction and retention.
- Represent the company professionally and empathetically in all customer interactions.
Qualifications:
- Proven experience in a customer support role, with at least 3 years in a senior or specialized capacity.
- Excellent understanding of customer service principles and best practices.
- Strong technical aptitude and ability to troubleshoot complex issues.
- Proficiency with CRM software and helpdesk ticketing systems.
- Exceptional verbal and written communication skills.
- Ability to work effectively both independently and as part of a hybrid team.
- Strong problem-solving and decision-making abilities.
- Experience in mentoring or training junior staff is a plus.
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7
Customer Support Team Lead
AB10 1JQ Aberdeen, Scotland
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Customer Support Team Lead to manage and motivate their customer service team in Aberdeen, Scotland, UK . This role offers a hybrid working model, allowing for flexibility and collaboration. You will be responsible for ensuring the delivery of exceptional customer support, resolving complex customer issues, and driving continuous improvement within the support function. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a passion for creating positive customer experiences.
Key responsibilities include:
The ideal candidate will have a proven track record in customer service management or team leadership, ideally within a fast-paced environment. Excellent communication, problem-solving, and interpersonal skills are essential. Proficiency with CRM software and helpdesk systems is required. A strong understanding of customer service principles and a commitment to delivering outstanding customer experiences are paramount. This is an excellent opportunity to lead a dedicated team and make a significant impact on customer satisfaction.
Key responsibilities include:
- Leading, coaching, and mentoring a team of customer support representatives to achieve high performance standards.
- Overseeing daily operations, including workload distribution, issue escalation, and quality assurance.
- Monitoring customer interactions across various channels (phone, email, chat, social media) to ensure adherence to service level agreements (SLAs) and quality guidelines.
- Handling complex customer escalations and resolving issues effectively and efficiently.
- Identifying trends in customer inquiries and feedback to provide insights for product and service improvements.
- Developing and implementing training programs to enhance team skills and product knowledge.
- Creating and maintaining support documentation, FAQs, and knowledge base articles.
- Collaborating with other departments to ensure seamless customer issue resolution.
- Managing team performance, conducting performance reviews, and providing constructive feedback.
- Driving initiatives to improve customer satisfaction and retention.
- Ensuring compliance with company policies and procedures.
- Contributing to the development of customer support strategies and best practices.
The ideal candidate will have a proven track record in customer service management or team leadership, ideally within a fast-paced environment. Excellent communication, problem-solving, and interpersonal skills are essential. Proficiency with CRM software and helpdesk systems is required. A strong understanding of customer service principles and a commitment to delivering outstanding customer experiences are paramount. This is an excellent opportunity to lead a dedicated team and make a significant impact on customer satisfaction.
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8
Lead Customer Support Manager
AB10 1AA Aberdeen, Scotland
£50000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and dedicated Lead Customer Support Manager to oversee and optimize their customer service operations. This is a pivotal, fully remote role that requires exceptional leadership, strategic thinking, and a passion for delivering outstanding customer experiences. You will be responsible for managing a team of customer support professionals, developing and implementing support strategies, and ensuring the highest levels of customer satisfaction. The ideal candidate will have a proven track record in customer support management, excellent communication skills, and the ability to thrive in a fast-paced, remote environment.
Responsibilities:
Qualifications:
Responsibilities:
- Lead, mentor, and manage a remote team of customer support representatives.
- Develop and implement effective customer support strategies, policies, and procedures.
- Monitor and analyze customer support performance metrics, identifying areas for improvement.
- Ensure timely and effective resolution of customer inquiries and issues across all channels.
- Train and coach team members on product knowledge, customer service skills, and company procedures.
- Develop and maintain comprehensive knowledge base articles and self-service resources.
- Collaborate with other departments (e.g., Product, Engineering, Sales) to address customer feedback and improve product offerings.
- Manage customer escalations and ensure their swift and satisfactory resolution.
- Identify trends in customer issues and provide feedback to product development teams.
- Foster a customer-centric culture within the support team.
- Contribute to the development of customer support tools and technologies.
- Manage the customer support budget and resources effectively.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Conduct regular performance reviews and provide ongoing feedback to team members.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- 5+ years of experience in customer support, with at least 2 years in a management or supervisory role.
- Proven ability to lead and motivate a remote team.
- In-depth knowledge of customer support best practices and methodologies.
- Experience with customer support software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficiency in developing and implementing support strategies.
- Ability to manage multiple priorities and work effectively in a remote setting.
- Experience in developing training materials and conducting team training.
- A strong customer advocacy mindset.
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