2446 Support Staff jobs in Wakefield

• Respond to customer inquiries and resolve issues via phone, email, and chat in a timely and professional manner.
• Provide comprehensive product information and technical support to customers.
• Troubleshoot and diagnose customer problems, offering effective solutions.
• Process customer requests, orders, and returns accurately.
• Escalate complex issues to senior support staff or other departments as needed.
• Maintain accurate customer records and documentation within the CRM system.
• Identify trends in customer issues and provide feedback to improve products and services.
• Strive to achieve and exceed customer satisfaction metrics.
• Adhere to company policies and procedures, including data privacy regulations.
• Contribute to a positive and collaborative team environment.

• Previous experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a remote environment.
• Proficiency with CRM software and helpdesk ticketing systems.
• Fast learner with the ability to quickly grasp product knowledge.
• High school diploma or equivalent; some college coursework or relevant certification is a plus.
• Ability to work independently with minimal supervision.

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• Lead, train, and motivate a team of remote customer service representatives to deliver exceptional support.
• Monitor team performance, set KPIs, and conduct regular performance reviews to ensure high standards of service.
• Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Marketing, Product Development) to address customer issues and provide insights.
• Create and maintain knowledge base articles and training materials for the support team.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Foster a positive and supportive team culture, encouraging continuous learning and development within the remote environment.
• Assist in the recruitment and onboarding of new customer service representatives.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Experience managing a remote team is highly desirable.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with CRM software and customer support ticketing systems.
• Ability to effectively manage and motivate a team, delegate tasks, and provide constructive feedback.
• Strong organizational and time management skills.
• Experience in the e-commerce industry is a plus.
• Ability to work independently and as part of a remote team.

• Provide first-line technical support to customers via email, phone, and chat, addressing inquiries and resolving issues promptly and professionally.
• Diagnose and troubleshoot complex technical problems related to the company's software applications.
• Guide customers through product features, functionalities, and best practices.
• Escalate unresolved issues to higher-level support or relevant technical teams, ensuring clear documentation and follow-up.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Proactively engage with customers to ensure their success and satisfaction with the product.
• Assist in training new customer support representatives.
• Collaborate with the customer success team to ensure a seamless customer journey.
• Uphold company standards for customer service excellence.

• Proven experience in a customer support or technical support role, preferably within the SaaS industry.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Strong problem-solving and analytical abilities, with a methodical approach to issue resolution.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
• Ability to manage multiple customer inquiries simultaneously and prioritize effectively.
• A patient, empathetic, and customer-centric attitude.
• Self-motivated and able to work independently in a remote setting.
• Familiarity with (mention a relevant technology, e.g., cloud computing, web applications) is a plus.
• A minimum of 3 years of experience in a senior support role is preferred.
• High school diploma or equivalent; a degree in a relevant field is an advantage.

• Manage and resolve high-priority customer issues via phone, email, and chat, ensuring timely and satisfactory resolutions.
• Provide in-depth technical support and troubleshooting for our range of products and services.
• Mentor and guide junior support agents, sharing best practices and fostering a supportive team environment.
• Identify recurring customer issues and collaborate with product development and quality assurance teams to implement long-term solutions.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Analyse customer feedback and support metrics to identify areas for service improvement.
• Participate in training sessions to stay updated on product knowledge and support tools.
• Escalate complex or sensitive issues to appropriate departments while maintaining ownership until resolution.
• Contribute to the development and refinement of customer support policies and procedures.
• Ensure adherence to all company service level agreements (SLAs) and quality standards.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong technical aptitude and the ability to explain technical concepts clearly.
• A proactive approach to identifying and resolving issues.
• Experience in mentoring or training junior team members is highly desirable.
• Relevant certifications in customer service or IT support are a plus.
• Demonstrable ability to work collaboratively within a team.
• Commitment to delivering outstanding customer satisfaction.

• Lead, train, and motivate a team of customer support representatives to achieve service level agreements (SLAs) and performance targets.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Develop and refine customer support processes, policies, and procedures to enhance efficiency and customer satisfaction.
• Handle escalated customer inquiries and complaints with professionalism and efficiency, ensuring timely and satisfactory resolution.
• Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for service enhancement.
• Collaborate with other departments (e.g., Sales, Product Development) to address customer issues and improve the overall customer experience.
• Create and maintain comprehensive knowledge base articles, FAQs, and training materials for both the support team and customers.
• Ensure the team provides accurate, timely, and consistent support across all communication channels (phone, email, chat).
• Stay updated on product knowledge and industry best practices in customer service.
• Contribute to strategic planning for customer support, identifying opportunities for growth and service innovation.
• Manage scheduling and resource allocation for the customer support team.

• Handle escalated customer support tickets and complex issues.
• Provide technical assistance and troubleshooting for product-related problems.
• Act as a mentor and point of escalation for junior support staff.
• Develop and maintain customer support documentation and knowledge base articles.
• Analyze customer feedback and identify areas for product or service improvement.
• Ensure prompt and accurate resolution of customer inquiries.
• Contribute to training initiatives for support teams.
• Monitor customer satisfaction metrics and strive for continuous improvement.
• Liaise with other departments to resolve customer issues effectively.

• Proven experience as a Senior Customer Support Specialist or similar role.
• Strong technical aptitude and problem-solving skills.
• Excellent written and verbal communication abilities.
• Proficiency with customer support software and CRM systems.
• Ability to explain technical information clearly.
• Experience in mentoring or team leadership is a plus.
• Customer-centric mindset and a passion for service excellence.
• Associate's or Bachelor's degree in a relevant field is preferred.

• Handling complex customer support requests via multiple channels (email, chat, phone) with a focus on first-contact resolution.
• Investigating, diagnosing, and troubleshooting technical issues, escalating to higher-level support when necessary.
• Developing and maintaining comprehensive knowledge base articles and customer support documentation.
• Mentoring and guiding junior support team members, sharing best practices and expertise.
• Providing feedback to product and development teams based on customer interactions and recurring issues.
• Proactively identifying opportunities to improve the customer support process and customer experience.
• Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborating with cross-functional teams to resolve customer escalations and ensure client retention.
• Participating in training sessions to stay updated on product knowledge and support tools.

• A minimum of 3 years of experience in a customer service or technical support role, with at least 1 year in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex technical problems.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• A proactive and problem-solving mindset, with a genuine desire to help customers.
• Experience working in a remote or hybrid work environment is highly desirable.
• Demonstrated ability to work independently and as part of a distributed team.
• A commitment to continuous learning and professional development.