2776 Support Staff jobs in Derby

Our clients highly prioritise delivering exceptional customer service and are dedicated to ensuring the smooth functioning of their Enterprise System.

They are in search of a skilled Customer Support Analyst to help address customer inquiries and issues related to their ERP.

The analyst will collaborate with clients both remotely and in-person when necessary, providing assistance in system configuration and troubleshooting with the goal of resolving issues efficiently.

Exceptional problem-solving abilities, along with excellent communication and customer service skills, are qualities that will set outstanding candidates apart.

The role

These duties must consistently align with the current company policies, and due to the dynamic nature of our business, your job description may evolve over time.

Periodically, you may also be called upon to engage in other tasks of a similar nature that align with your skills and capabilities, as directed by management.

• Serve as the primary point of contact for resolving ERP issues and delivering technical support to end users.
• Investigate and troubleshoot complex problems to identify effective solutions.
• Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers.
• Escalate high-priority incidents and non-conformance with SLA as needed.
• Provide guidance and assistance to end-users on system functionality, processes, and best practices.
• Effectively manage and prioritise the outstanding call list.
• Proactively monitor and update assigned incidents to ensure timely resolution.
• Request assistance from the development team for incidents requiring specialised knowledge.
• Undertake software development when necessary, adhering to company standards and managing work through the version control system.
• Promote and uphold high levels of customer service and satisfaction.
• Analyse and assess user requirements, propose system enhancements if necessary, and escalate requests to the development team.
• Document support activities, incident resolutions, and create knowledge base articles for future reference.

Reports expected from you

• Document all work performed on a timesheet for accurate time tracking.
• Log all support issues systematically within the support system.
• Provide the line manager with real-time information on actual hours and current progress for ongoing projects.

Your skills and qualifications

• Proven experience in roles such as an IT help desk technician or similar customer support positions.
• Proficient in supporting integrations with third-party applications.
• While Crystal Reports proficiency is not essential, it would be advantageous, and the successful candidate may be required to undergo training.
• Familiarity with WMS Systems is a plus.
• Tech-savvy individual with experience in a technology-related field.
• Capable of breaking down technological processes and delivering clear, step-by-step instructions.
• Excellent verbal and written communication skills.
• Self-motivated with a keen willingness to learn.
• Dedication to providing exceptional customer service.
• Team-oriented mindset with openness to constructive feedback.
• Enthusiastic about learning new technologies and systems.
• Demonstrated expertise in supporting Office 365, Active Directory, Windows 10/11, and Windows Server operating systems.
• In-depth knowledge of computer systems, including experience troubleshooting both hardware and software.
• Ability to diagnose and resolve various technical issues. 
• Strong problem-solving, analytical, and debugging skills, with the ability to work effectively in a team environment

Change your job, change your workplace, change your future.

We are actively building diverse teams and welcome applications from everyone

Role: Customer Support Technician
Located: Nottingham/Derby
Package:Competitive Salary, Pension, Benefits
 

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today
 

What you will be doing

• Undertake day to day operational work (including server / desktop / laptop / patching / LAN / printer / software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
• Ensure that excellent levels of customer service are provided to meet the customers’ requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
• Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
• To comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.
• Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services Ricoh provide that will not meet the respective service/project delivery targets.
• Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.
• Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
• Maximise revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.

You will ideally have

Technical

• Proven experience of the build and configuration of standard desktop / laptop technology
• Experience of providing software support and installation services across a range of industry standard applications and operating systems
• Experience of providing hardware break fix services across standard desktop / laptop environments
• Experience of providing network support services across standard network environments

General

• ITIL - Foundation or the appropriate on the job experience
• Good organizer, priority driven, and able to multi-task to meet service priorities
• Methodical with attention to detail, but prepared to meet customer expectations
• Communicate effectively with strong customer focus
• Experience of working in a client facing environment

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.

Our clients highly prioritise delivering exceptional customer service and are dedicated to ensuring the smooth functioning of their Enterprise System.

They are in search of a skilled Customer Support Analyst to help address customer inquiries and issues related to their ERP.

The analyst will collaborate with clients both remotely and in-person when necessary, providing assistance in system configuration and troubleshooting with the goal of resolving issues efficiently.

Exceptional problem-solving abilities, along with excellent communication and customer service skills, are qualities that will set outstanding candidates apart.

The role

These duties must consistently align with the current company policies, and due to the dynamic nature of our business, your job description may evolve over time.

Periodically, you may also be called upon to engage in other tasks of a similar nature that align with your skills and capabilities, as directed by management.

• Serve as the primary point of contact for resolving ERP issues and delivering technical support to end users.
• Investigate and troubleshoot complex problems to identify effective solutions.
• Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers.
• Escalate high-priority incidents and non-conformance with SLA as needed.
• Provide guidance and assistance to end-users on system functionality, processes, and best practices.
• Effectively manage and prioritise the outstanding call list.
• Proactively monitor and update assigned incidents to ensure timely resolution.
• Request assistance from the development team for incidents requiring specialised knowledge.
• Undertake software development when necessary, adhering to company standards and managing work through the version control system.
• Promote and uphold high levels of customer service and satisfaction.
• Analyse and assess user requirements, propose system enhancements if necessary, and escalate requests to the development team.
• Document support activities, incident resolutions, and create knowledge base articles for future reference.

Reports expected from you

• Document all work performed on a timesheet for accurate time tracking.
• Log all support issues systematically within the support system.
• Provide the line manager with real-time information on actual hours and current progress for ongoing projects.

Your skills and qualifications

• Proven experience in roles such as an IT help desk technician or similar customer support positions.
• Proficient in supporting integrations with third-party applications.
• While Crystal Reports proficiency is not essential, it would be advantageous, and the successful candidate may be required to undergo training.
• Familiarity with WMS Systems is a plus.
• Tech-savvy individual with experience in a technology-related field.
• Capable of breaking down technological processes and delivering clear, step-by-step instructions.
• Excellent verbal and written communication skills.
• Self-motivated with a keen willingness to learn.
• Dedication to providing exceptional customer service.
• Team-oriented mindset with openness to constructive feedback.
• Enthusiastic about learning new technologies and systems.
• Demonstrated expertise in supporting Office 365, Active Directory, Windows 10/11, and Windows Server operating systems.
• In-depth knowledge of computer systems, including experience troubleshooting both hardware and software.
• Ability to diagnose and resolve various technical issues. 
• Strong problem-solving, analytical, and debugging skills, with the ability to work effectively in a team environment

Change your job, change your workplace, change your future.

We are actively building diverse teams and welcome applications from everyone

Role: Customer Support Technician
Located: Nottingham/Derby
Package:Competitive Salary, Pension, Benefits
 

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today
 

What you will be doing

• Undertake day to day operational work (including server / desktop / laptop / patching / LAN / printer / software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
• Ensure that excellent levels of customer service are provided to meet the customers’ requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
• Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
• To comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.
• Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services Ricoh provide that will not meet the respective service/project delivery targets.
• Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.
• Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
• Maximise revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.

You will ideally have

Technical

• Proven experience of the build and configuration of standard desktop / laptop technology
• Experience of providing software support and installation services across a range of industry standard applications and operating systems
• Experience of providing hardware break fix services across standard desktop / laptop environments
• Experience of providing network support services across standard network environments

General

• ITIL - Foundation or the appropriate on the job experience
• Good organizer, priority driven, and able to multi-task to meet service priorities
• Methodical with attention to detail, but prepared to meet customer expectations
• Communicate effectively with strong customer focus
• Experience of working in a client facing environment

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.

• Lead, manage, and motivate a team of customer support representatives.
• Monitor daily support activities, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement customer service policies and procedures to improve efficiency and quality.
• Provide training and ongoing coaching to the support team to enhance their skills and product knowledge.
• Handle escalated customer complaints and complex issues with professionalism and tact.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer needs and feedback.
• Ensure the support team meets or exceeds key performance indicators (KPIs).
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Foster a positive and customer-centric team environment.

• Proven experience in a customer service or support role, with at least 2 years in a supervisory or lead capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership and team management skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency with CRM software and customer support ticketing systems.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Experience in the (mention relevant industry, e.g., software, e-commerce) sector is preferred.
• Ability to work effectively in a hybrid environment, balancing office-based and remote work.

• Respond to customer inquiries and resolve issues promptly and efficiently via phone, email, and chat.
• Troubleshoot and diagnose technical problems with the company's products or services.
• Provide clear and concise instructions and guidance to customers.
• Educate customers on product features and best practices.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to appropriate technical teams when necessary.
• Identify trends in customer issues and provide feedback to product development teams.
• Contribute to the knowledge base by creating and updating support articles.
• Maintain a high level of customer satisfaction and loyalty.
• Collaborate with team members and other departments to ensure a seamless customer journey.

• Proven experience in a customer service or technical support role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Patience and a customer-centric attitude.
• Proficiency with CRM software and ticketing systems.
• Ability to multitask and manage time effectively.
• Familiarity with technology products and services.
• Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• Experience in troubleshooting software or hardware issues is highly desirable.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing accurate and helpful solutions.
• Educate customers on product features, functionalities, and best practices.
• Process orders, returns, and exchanges according to company policies.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to relevant departments when necessary.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Maintain a high level of product knowledge and stay updated on company offerings.
• Contribute to team efforts by achieving personal and team performance goals.
• Uphold the company's commitment to customer satisfaction and service excellence.
• Assist in training new team members on support procedures and best practices.
• Gather customer feedback to identify areas for service improvement.
• Handle customer complaints with patience and professionalism, aiming for satisfactory resolutions.
• Ensure all customer data is handled confidentially and in compliance with privacy regulations.
• Participate in regular team meetings to discuss performance and share insights.

• Proven experience in a customer service or customer support role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and active listening skills.
• Ability to remain calm and professional under pressure.
• Proficiency with CRM software and helpdesk ticketing systems.
• A patient and empathetic approach to customer interactions.
• Ability to multitask and manage time effectively.
• Strong attention to detail.
• A team player with a positive attitude.
• High school diploma or equivalent; further education or certification in a related field is a plus.
• Experience with (mention specific industry if applicable, e.g., SaaS products, retail services) is beneficial.
• Availability to work standard office hours in Nottingham .

• Handle customer inquiries via phone, email, and chat, providing accurate information and timely resolutions.
• Assist customers with product information, account management, and order processing.
• Troubleshoot customer issues, identifying root causes and implementing appropriate solutions.
• Escalate complex problems to senior team members or relevant departments when necessary.
• Maintain detailed and up-to-date records of customer interactions in the CRM system.
• Follow communication procedures, guidelines, and policies.
• Gather customer feedback and contribute to service improvement initiatives.
• Build and maintain positive relationships with customers through effective communication and problem-solving.
• Adhere to service level agreements (SLAs) and performance metrics.
• Collaborate with team members to ensure a consistent and high-quality customer experience.

• Previous experience in a customer service or contact centre environment is highly advantageous.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computer systems and relevant software (e.g., CRM, ticketing systems).
• Ability to multitask and manage time effectively.
• A positive attitude and a genuine desire to help customers.
• Ability to work both independently and collaboratively within a team.
• Adaptability to changing priorities and work environments.
• Minimum of GCSEs in Maths and English or equivalent.
• Reliable internet connection and a suitable home working environment for remote days.

• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing accurate and effective solutions.
• Educate customers on product features, services, and troubleshooting steps.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to the appropriate internal teams when necessary.
• Identify trends in customer inquiries and provide feedback to the product and development teams.
• Contribute to the creation and maintenance of customer support documentation and FAQs.
• Maintain a high level of product knowledge to effectively assist customers.
• Follow established procedures and guidelines to ensure consistent service quality.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction and resolution times.
• Proactively seek opportunities to improve the customer experience.
• Assist with customer onboarding and provide guidance on best practices.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.
• Stay informed about company policies, product updates, and service changes.
• Participate in team meetings and training sessions to enhance skills and knowledge.

• High school diploma or equivalent; Associate's degree or relevant certification is a plus.
• Proven experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a remote environment.
• Comfortable using various communication channels (phone, email, chat).
• A self-starter with the ability to work independently with minimal supervision.
• Strong attention to detail and accuracy in documentation.
• Adaptability to learn new products and processes quickly.
• Experience working in a fully remote setting is highly preferred.
• Demonstrated ability to handle difficult customer situations with professionalism.
• A collaborative spirit and willingness to support team members.
• Passion for providing outstanding customer experiences.