84 Technical Support jobs in Andover
Technical Support Advisor (Great Training)
Andover, South East
Rise Technical Recruitment Limited
Posted today
Job Viewed
Job Description
Job Description
Technical Support Advisor (Great Training)
£26,000 - £28,000 + Full Training + Close Knit Team + 25 Days Holiday + Company Bonus + Flexitime + Head Insurance + Monday - Friday, 37.5 hours + Progression
Commutable from Andover, Basingstoke, Thatcham, Marlborough, Devizes, Warminster, Salisbury, Winchester, Eastleigh, Romsey, Farnham, Newbury, Whitchurch, and surrounding areas
Are you an outgoing custo.
ZIPC1_UKTJ
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0
Technical Support Lead
SO14 0AA Southampton, South East
£35000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client is a fast-growing software company seeking an experienced and customer-focused Technical Support Lead to manage their support operations. This role is based in **Southampton, Hampshire, UK**, and requires an individual with a strong technical background, excellent leadership skills, and a passion for providing exceptional customer service. You will lead a team of support engineers, ensuring timely and effective resolution of technical issues for our diverse client base.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of technical support engineers, fostering a high-performance culture.
- Oversee the daily operations of the technical support department, ensuring service level agreements (SLAs) are met.
- Prioritize and assign incoming support tickets, ensuring efficient workload distribution.
- Serve as an escalation point for complex technical issues, providing expert guidance and resolution.
- Develop and maintain comprehensive support documentation, including knowledge base articles and troubleshooting guides.
- Identify trends in support issues and collaborate with development teams to implement product improvements and bug fixes.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Train and onboard new support team members, equipping them with the necessary skills and knowledge.
- Monitor key support metrics (e.g., response time, resolution time, customer satisfaction) and report on performance.
- Implement and refine support processes and workflows to enhance efficiency and effectiveness.
- Ensure compliance with company policies and procedures.
- Contribute to the continuous improvement of the support function.
- Minimum of 4 years of experience in technical support, with at least 1 year in a lead or supervisory role.
- Proven experience supporting complex software applications, preferably SaaS products.
- Strong technical aptitude and ability to troubleshoot a wide range of hardware and software issues.
- Excellent understanding of ITIL principles and best practices.
- Demonstrated leadership and team management skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Ability to work effectively under pressure and manage multiple priorities.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
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1
Technical Support Lead
SO14 0AA Southampton, South East
£35000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is looking for an experienced and dedicated Technical Support Lead to manage and motivate a team of IT support professionals in Southampton, Hampshire, UK . This pivotal role involves overseeing all aspects of technical support operations, ensuring the timely and efficient resolution of hardware, software, and network issues for our diverse user base. You will be responsible for developing and implementing support strategies, improving service desk performance, and enhancing the overall user experience. The ideal candidate will possess a strong technical background combined with excellent leadership and communication skills.
Key Responsibilities:
Qualifications and Experience:
This role is based in our Southampton office and requires the successful candidate to be present on-site to effectively lead the team and oversee operations. We offer a competitive salary, a supportive work environment, and opportunities for career advancement within a growing organization.
Key Responsibilities:
- Lead, mentor, and manage a team of technical support specialists, fostering a collaborative and high-performing environment.
- Oversee the daily operations of the IT helpdesk, ensuring service level agreements (SLAs) are met and exceeded.
- Develop and implement efficient troubleshooting procedures and knowledge base articles to empower both the support team and end-users.
- Act as a point of escalation for complex technical issues, providing advanced troubleshooting and resolution.
- Monitor support ticket queues, analyze trends, and identify recurring problems for root cause analysis and long-term solutions.
- Manage IT asset inventory and procurement processes for hardware and software.
- Collaborate with other IT departments to ensure seamless integration and support of various systems and applications.
- Conduct performance reviews and provide regular feedback and training to support staff.
- Contribute to the development and refinement of IT policies and procedures.
- Maintain up-to-date documentation of IT systems, configurations, and support processes.
- Ensure compliance with IT security policies and best practices.
Qualifications and Experience:
- Proven experience in a technical support or IT helpdesk role, with at least 3 years in a leadership or supervisory capacity.
- In-depth knowledge of operating systems (Windows, macOS), common business applications (Microsoft Office Suite, G Suite), and network troubleshooting.
- Experience with IT support ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Strong understanding of hardware, software, and network infrastructure.
- Excellent diagnostic and problem-solving abilities.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Demonstrated leadership skills, including team management, motivation, and performance development.
- Certifications such as CompTIA A+, Network+, ITIL Foundation are highly desirable.
- Ability to work effectively under pressure and manage multiple priorities.
This role is based in our Southampton office and requires the successful candidate to be present on-site to effectively lead the team and oversee operations. We offer a competitive salary, a supportive work environment, and opportunities for career advancement within a growing organization.
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2
Technical Support Lead
SO14 2AA Southampton, South East
£35000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
We are seeking a dedicated and experienced Technical Support Lead to manage our customer support operations. This role is crucial for ensuring timely and effective resolution of technical issues for our diverse client base. As a fully remote position, you will lead a team of support specialists, providing guidance, training, and performance management. Your responsibilities will include developing and implementing support processes, managing support queues, escalating complex issues, and ensuring adherence to service level agreements (SLAs). You will also be involved in creating and maintaining technical documentation, knowledge base articles, and customer-facing troubleshooting guides. The ideal candidate will possess a strong technical background, with extensive experience in customer support environments, preferably in a leadership capacity. Excellent problem-solving skills, a customer-centric approach, and the ability to remain calm under pressure are essential. Proficiency in various ticketing systems, remote desktop tools, and CRM software is required. A deep understanding of IT infrastructure, operating systems, and common software applications is necessary. You should have outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users. This role requires a self-starter who can effectively manage their workload and motivate a remote team. A commitment to continuous improvement and a passion for delivering exceptional customer service are key. You will play a vital role in maintaining high levels of customer satisfaction and contributing to the overall success of our business through outstanding technical support. This is an excellent opportunity to take on a leadership role within a growing company, offering the flexibility and autonomy of remote work.
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3
Technical Support Lead
SO14 2AA Southampton, South East
£40000 Annually
WhatJobs
Posted 25 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS provider, is looking for an experienced and motivated Technical Support Lead to manage and develop their customer support team in Southampton, Hampshire, UK . This leadership role requires a blend of technical expertise, exceptional problem-solving abilities, and strong people management skills. You will be responsible for ensuring our customers receive timely, efficient, and effective technical assistance, thereby driving customer satisfaction and retention. The ideal candidate will have a proven track record in technical support environments and a passion for delivering outstanding customer service.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of technical support engineers, fostering a high-performance culture.
- Oversee the day-to-day operations of the support desk, ensuring all customer inquiries and issues are resolved promptly and effectively.
- Develop and implement support processes and workflows to optimize efficiency and customer satisfaction.
- Act as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution.
- Monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
- Collaborate with product development and engineering teams to identify and resolve product bugs and implement feature enhancements based on customer feedback.
- Create and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs for both internal use and customer self-service.
- Train and onboard new support team members, ensuring they have the necessary skills and knowledge to succeed.
- Contribute to the development and delivery of customer training materials and sessions.
- Analyze support trends and provide insights to management to identify areas for service improvement and product development.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support role, with at least 2 years in a team lead or supervisory position.
- Proven expertise in troubleshooting software applications, operating systems, and hardware issues.
- Strong understanding of ITIL best practices for incident, problem, and change management.
- Excellent communication, interpersonal, and customer service skills.
- Proficiency with CRM and helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to manage multiple priorities and work effectively under pressure.
- Experience with scripting or basic programming (e.g., SQL, Python) is a plus.
- Demonstrated ability to lead and motivate a team.
- A proactive and results-oriented approach to problem-solving.
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4
Customer Service Manager - Technical Support
SO15 1GZ Southampton, South East
£38000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Customer Service Manager to lead their Technical Support team in **Southampton, Hampshire, UK**. This role requires a strong leader with a passion for customer satisfaction and a deep understanding of technical support operations. You will be responsible for managing a team of support professionals, ensuring the efficient and effective resolution of customer issues, and continuously improving the customer support experience. The ideal candidate will possess excellent communication, problem-solving, and team management skills.
Key Responsibilities:
Qualifications:
This is a significant opportunity to lead a dedicated team and shape the customer support function for a growing technology company in **Southampton, Hampshire, UK**.
Key Responsibilities:
- Lead, mentor, and motivate a team of technical support specialists, fostering a culture of excellent customer service.
- Develop and implement strategies to ensure timely and effective resolution of customer technical issues.
- Monitor team performance, track key metrics (e.g., response time, resolution time, customer satisfaction), and implement improvements.
- Manage customer escalations and ensure prompt and satisfactory resolution.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Collaborate with product development and engineering teams to identify and resolve recurring technical issues.
- Ensure adherence to service level agreements (SLAs) and customer support policies.
- Conduct regular performance reviews and provide ongoing coaching and training to team members.
- Identify training needs and develop programs to enhance team skills and product knowledge.
- Manage the support ticketing system and ensure efficient ticket routing and handling.
- Gather customer feedback and provide insights to management for product and service improvements.
- Oversee the onboarding and training of new customer support staff.
Qualifications:
- Bachelor's degree in Business Administration, Information Technology, or a related field; relevant certifications are a plus.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a supervisory or management role.
- Proven experience in managing and leading a team of customer support professionals.
- Strong understanding of technical support principles and best practices.
- Excellent problem-solving and analytical skills.
- Exceptional communication, interpersonal, and customer-facing skills.
- Proficiency in customer support software and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to manage multiple priorities and work effectively under pressure.
- Experience in the software industry is highly desirable.
- A strong commitment to delivering outstanding customer service.
This is a significant opportunity to lead a dedicated team and shape the customer support function for a growing technology company in **Southampton, Hampshire, UK**.
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5
Technical Support Specialist - Software
SO14 2AE Southampton, South East
£30000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a dedicated and skilled Technical Support Specialist to join their growing team in **Southampton, Hampshire, UK**. This role involves providing high-level technical assistance and troubleshooting for our client's innovative software solutions. You will be the primary point of contact for customers experiencing technical issues, guiding them through problem-solving processes and ensuring their satisfaction. The position offers a hybrid working model, balancing remote work with in-office collaboration.
Key Responsibilities:
Qualifications and Experience:
This is an excellent opportunity for an individual passionate about technology and customer support. You will be an integral part of a supportive team, contributing to the success of a forward-thinking company. The hybrid nature of this role allows for a blend of home-based flexibility and essential team collaboration within our **Southampton, Hampshire, UK** office.
Key Responsibilities:
- Respond to customer support requests via phone, email, and ticketing system in a timely and professional manner.
- Diagnose and resolve complex technical issues related to software functionality, installation, and integration.
- Provide clear and concise guidance to users on software usage and best practices.
- Escalate unresolved issues to senior technical staff or development teams when necessary.
- Document all support interactions, solutions, and common issues in the knowledge base.
- Assist in the creation of technical documentation, FAQs, and user guides.
- Proactively identify trends in customer issues and provide feedback to the product development team.
- Conduct remote troubleshooting sessions with customers.
- Maintain a high level of customer satisfaction through effective communication and problem resolution.
- Participate in training sessions to stay updated on product features and technical advancements.
Qualifications and Experience:
- Proven experience in a technical support or helpdesk role, preferably supporting software products.
- Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts.
- Familiarity with databases and SQL is a plus.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proficiency in using remote desktop tools and ticketing systems.
- Ability to work independently and manage multiple priorities effectively.
- Experience with cloud-based applications is desirable.
- A degree in Computer Science, Information Technology, or a related field is preferred.
- Customer-focused attitude and a commitment to service excellence.
This is an excellent opportunity for an individual passionate about technology and customer support. You will be an integral part of a supportive team, contributing to the success of a forward-thinking company. The hybrid nature of this role allows for a blend of home-based flexibility and essential team collaboration within our **Southampton, Hampshire, UK** office.
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6
Senior Technical Support Analyst
SO15 1AA Southampton, South East
£40000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Technical Support Analyst to join their expanding IT support team, based remotely but serving clients across the UK. This role is pivotal in providing advanced technical assistance and resolving complex issues for a diverse range of business applications and IT infrastructure. You will be a first point of contact for escalated technical queries, demonstrating a proactive approach to problem-solving and exceptional customer service. This is a remote position that requires excellent self-management and communication skills.
Primary responsibilities include:
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in a technical support or helpdesk role is required, with demonstrated expertise in troubleshooting a wide range of IT environments. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly advantageous. Strong knowledge of networking protocols (TCP/IP, DNS, DHCP), active directory, and cloud platforms (e.g., Azure, AWS) is essential. Excellent communication, interpersonal, and customer-facing skills are paramount. You must be a self-starter, capable of working independently and managing your time effectively in a remote setting. This role offers a competitive salary, comprehensive benefits, and the flexibility of working from home.
Primary responsibilities include:
- Providing in-depth technical support for hardware, software, and network issues, escalating when necessary.
- Diagnosing and resolving complex technical problems for end-users via phone, email, and remote desktop tools.
- Managing and maintaining IT systems, including servers, workstations, and network devices.
- Documenting technical issues, solutions, and user guides for internal knowledge base and customer reference.
- Troubleshooting and resolving issues related to operating systems (Windows, macOS), desktop applications (Microsoft Office Suite, Adobe Creative Suite), and specialized business software.
- Assisting with the setup, configuration, and deployment of new hardware and software.
- Contributing to the improvement of IT support processes and procedures.
- Training and mentoring junior support staff.
- Participating in on-call rotation for after-hours support as required.
- Performing regular system maintenance and proactive monitoring to prevent potential issues.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in a technical support or helpdesk role is required, with demonstrated expertise in troubleshooting a wide range of IT environments. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly advantageous. Strong knowledge of networking protocols (TCP/IP, DNS, DHCP), active directory, and cloud platforms (e.g., Azure, AWS) is essential. Excellent communication, interpersonal, and customer-facing skills are paramount. You must be a self-starter, capable of working independently and managing your time effectively in a remote setting. This role offers a competitive salary, comprehensive benefits, and the flexibility of working from home.
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7
Lead Technical Support Specialist
SO14 0AA Southampton, South East
£35000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is searching for an experienced and customer-focused Lead Technical Support Specialist to spearhead their remote support operations. In this fully remote role, you will be the primary point of contact for complex technical issues, guiding a team of support professionals and ensuring exceptional service delivery. You will play a pivotal role in enhancing our client's reputation for outstanding customer care by providing timely, accurate, and empathetic technical assistance.
Responsibilities:
Qualifications:
Join a forward-thinking company that values its employees and offers significant opportunities for professional growth within a supportive remote team environment.
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving intricate hardware, software, and network issues.
- Act as a technical escalation point for junior support staff, offering guidance, training, and mentoring.
- Diagnose and troubleshoot complex system and application problems, identifying root causes and implementing effective solutions.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal use and customer self-service.
- Monitor support queues and agent performance, ensuring service level agreements (SLAs) are met and exceeded.
- Contribute to the continuous improvement of support processes, tools, and customer support strategies.
- Identify recurring issues and provide feedback to product development and engineering teams for future enhancements.
- Document all customer interactions, technical issues, and resolutions thoroughly and accurately.
- Collaborate with other departments to ensure a cohesive customer experience.
- Stay updated with the latest product releases, technical advancements, and industry best practices in customer support and IT.
Qualifications:
- Proven experience (minimum 4 years) in a technical support or helpdesk role, with at least 1-2 years in a lead or senior capacity.
- In-depth knowledge of operating systems (Windows, macOS), network protocols, and common software applications.
- Strong troubleshooting and problem-solving skills, with a methodical approach to issue resolution.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to manage multiple priorities and work effectively under pressure in a fast-paced environment.
- Demonstrated ability to lead and motivate a team.
- A passion for customer service and a commitment to delivering outstanding support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- This is a remote-first position, requiring strong self-discipline and time management skills.
Join a forward-thinking company that values its employees and offers significant opportunities for professional growth within a supportive remote team environment.
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8
Senior Technical Support Specialist
SO14 1AA Southampton, South East
£35000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is a rapidly expanding technology company seeking a highly skilled Senior Technical Support Specialist to join their team. This role is crucial for ensuring our customers receive exceptional technical assistance and rapid resolution of complex issues. You will be responsible for providing advanced troubleshooting, managing support escalations, and contributing to the knowledge base. The ideal candidate will have a deep understanding of our product suite, strong diagnostic skills, and a passion for customer satisfaction. This is a hybrid role, requiring a balance of remote work and in-office presence for team collaboration and specific tasks.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively.
- Manage and prioritize incoming support tickets, ensuring timely resolution according to service level agreements (SLAs).
- Escalate unresolved issues to relevant internal teams (e.g., engineering, development) and follow through to resolution.
- Document technical solutions and create comprehensive articles for the customer knowledge base.
- Train and mentor junior support staff, sharing expertise and best practices.
- Identify trends in customer issues and provide feedback to product development teams for improvement.
- Contribute to the continuous improvement of support processes and tools.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Participate in on-call rotation as needed.
- A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in a technical support or helpdesk role, preferably in a SaaS or enterprise software environment.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proven experience troubleshooting complex technical issues, including hardware, software, and network problems.
- Excellent diagnostic and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a team in a hybrid work model.
- Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are a plus.
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