Technical Support Coordinator
Stockport, North West
HAYS
Posted today
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Job Description
Permanent Technical Support Coordinator based in Stockport, immediate starting, £25,000 Your new company This manufacturing business is seeking a technical support coordinator to join their team in Stockport. Your new role You will be responsible for providing customer and technical support, including providing advice, and helping resolve issues, which will be via phone and email. You will also be responsible for reviewing and testing equipment that’s been returned, supporting the sales team with product knowledge, and helping improve processes by using customer feedback. What you'll need to succeed Your previous experience working in a technical support role will be essential to succeed in this role. You are technically-minded and have excellent customer service. You're a problem-solver and enjoy working in a hands-on environment. You have excellent organisational and communication skills, and can work independently. You're willing to learn and can pick up new systems and processes easily. What you'll get in return You'll receive an excellent, competitive salary and have access to a generous benefits package including holidays, pension, team bonus and more. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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0
Technical Support Lead
M1 1AN Manchester, North West
£40000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivated Technical Support Lead to guide their customer service and helpdesk team. This pivotal role involves providing high-level technical assistance, managing support tickets, and ensuring timely resolution of customer issues. The ideal candidate will possess a strong technical acumen across a range of software and hardware, coupled with excellent communication and leadership skills. You will be responsible for mentoring and developing a team of support specialists, setting performance standards, and improving support processes to enhance customer satisfaction. Key duties include troubleshooting complex technical problems, escalating issues when necessary, and maintaining a comprehensive knowledge base. You will also work closely with the IT and product development teams to identify recurring issues and contribute to product improvements. A significant part of this role involves analysing support metrics to identify trends and opportunities for service enhancement. The successful applicant will demonstrate a proactive approach to problem-solving, excellent customer-handling skills, and the ability to manage multiple priorities in a fast-paced environment. This position is based in **Manchester, Greater Manchester, UK**, and operates on a hybrid model, allowing for a blend of in-office collaboration and remote working flexibility. We are looking for a dedicated professional with a passion for technology and customer success.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of technical support specialists.
- Provide advanced technical troubleshooting and problem-solving for complex issues.
- Manage and prioritise incoming support requests and tickets.
- Ensure timely and effective resolution of customer technical issues.
- Develop and maintain technical documentation and knowledge base articles.
- Monitor support performance metrics and identify areas for improvement.
- Collaborate with IT and development teams to resolve bugs and enhance products.
- Train support staff on new products, procedures, and troubleshooting techniques.
- Contribute to the development and implementation of support best practices.
- Ensure a high level of customer satisfaction through effective support delivery.
- Proven experience in a technical support or helpdesk role, with at least 2 years in a lead or supervisory capacity.
- Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent analytical and troubleshooting skills.
- Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Experience in team leadership, coaching, and performance management.
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
- Relevant technical certifications (e.g., CompTIA A+, Network+, MCSA) are a plus.
- A customer-centric approach with a passion for service excellence.
This advertiser has chosen not to accept applicants from your region.
1
Technical Support Specialist
M1 6EQ Manchester, North West
£25000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a dynamic technology solutions provider, is seeking a proactive and skilled Technical Support Specialist to join their busy team in Manchester, Greater Manchester, UK . This role is crucial in ensuring our clients receive prompt and effective assistance with their technical queries and issues. You will be the first point of contact for users seeking help with software, hardware, and network-related problems. The ability to diagnose issues, provide clear solutions, and maintain a high level of customer satisfaction is paramount.
Key responsibilities will include:
The ideal candidate will have a strong understanding of IT principles and common software applications. Previous experience in a technical support or helpdesk role is essential. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users, are a must. Proficiency with operating systems (Windows, macOS) and common productivity software is required. Experience with remote desktop tools and ticketing systems is highly advantageous. This is a hybrid role, requiring a balance of working from our Manchester office and remotely. If you are a problem-solver with a passion for technology and customer service, we encourage you to apply.
Key responsibilities will include:
- Providing first-line technical support and troubleshooting for hardware, software, and network issues via phone, email, and ticketing systems.
- Diagnosing and resolving technical problems efficiently and effectively.
- Guiding users through step-by-step solutions to resolve their technical issues.
- Escalating complex issues to senior support staff or relevant departments when necessary.
- Documenting all support requests, troubleshooting steps, and resolutions in the helpdesk system.
- Creating and updating knowledge base articles and FAQs to assist users.
- Assisting with user account management, password resets, and system access.
- Participating in the testing and deployment of new software and hardware.
- Providing feedback to the development team on recurring issues and potential product improvements.
- Maintaining a high standard of customer service and professionalism at all times.
The ideal candidate will have a strong understanding of IT principles and common software applications. Previous experience in a technical support or helpdesk role is essential. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users, are a must. Proficiency with operating systems (Windows, macOS) and common productivity software is required. Experience with remote desktop tools and ticketing systems is highly advantageous. This is a hybrid role, requiring a balance of working from our Manchester office and remotely. If you are a problem-solver with a passion for technology and customer service, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
2
Technical Support Specialist
M1 4HF Manchester, North West
£25000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Our client is looking for a dedicated Technical Support Specialist to provide exceptional assistance to their diverse user base. This is a fully remote role, empowering you to offer comprehensive IT support and customer service from the comfort of your home office. You will be the first point of contact for technical inquiries, diagnosing and resolving a wide range of hardware, software, and network issues. This position is crucial for maintaining user satisfaction and ensuring the smooth operation of our client's technology infrastructure.
Key Responsibilities:
Key Responsibilities:
- Provide first-line technical support to users via phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues.
- Install, configure, and maintain computer hardware and software.
- Troubleshoot user accounts, permissions, and access issues.
- Document all support interactions and resolutions in a ticketing system.
- Escalate complex issues to higher-level support teams when necessary.
- Assist in the creation and maintenance of technical documentation and knowledge base articles.
- Proactively identify potential technical problems and recommend solutions.
- Ensure timely and effective resolution of all support requests, meeting service level agreements (SLAs).
- Contribute to a positive and helpful customer service experience.
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
- Experience with troubleshooting hardware and software issues.
- Familiarity with remote support tools and ticketing systems.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote environment.
- Customer-focused attitude with a commitment to providing high-quality service.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.
- Eligibility to work in the UK.
This advertiser has chosen not to accept applicants from your region.
3
Technical Support Team Lead
M1 1JQ Manchester, North West
£40000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is a rapidly growing technology company that provides innovative software solutions to businesses worldwide. We are looking for an experienced and dedicated Technical Support Team Lead to manage and mentor our customer service and technical support team based in Manchester, Greater Manchester, UK . This role is pivotal in ensuring exceptional customer satisfaction by overseeing the resolution of technical issues, providing guidance to support staff, and driving continuous improvement in our support processes.
As the Technical Support Team Lead, you will be responsible for managing daily operations, training new team members, monitoring performance metrics, and acting as a point of escalation for complex customer inquiries. This hybrid role offers the flexibility to work part of the week from our Manchester office and part remotely, promoting a balanced and productive work environment.
Key Responsibilities:
As the Technical Support Team Lead, you will be responsible for managing daily operations, training new team members, monitoring performance metrics, and acting as a point of escalation for complex customer inquiries. This hybrid role offers the flexibility to work part of the week from our Manchester office and part remotely, promoting a balanced and productive work environment.
Key Responsibilities:
- Lead, manage, and motivate a team of technical support specialists to achieve departmental goals.
- Oversee the daily operations of the technical support function, ensuring timely and effective resolution of customer issues.
- Develop and implement training programs for new and existing support staff on products, processes, and best practices.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
- Act as the primary point of contact for escalated customer issues, providing expert solutions and demonstrating excellent problem-solving skills.
- Collaborate with product development and engineering teams to provide feedback on product issues and customer needs.
- Maintain and update knowledge base articles and support documentation.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Foster a positive and collaborative team culture focused on customer success.
- Stay up-to-date with company products, services, and industry best practices.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience (3+ years) in a technical support role, with at least 1-2 years in a team lead or supervisory capacity.
- Strong understanding of IT troubleshooting, network concepts, and operating systems (Windows, macOS).
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and customer service skills.
- Ability to effectively coach, mentor, and motivate a team.
- Strong analytical and problem-solving abilities.
- Experience in developing training materials and conducting training sessions.
- Ability to manage multiple priorities and work effectively under pressure.
- Familiarity with SaaS products and cloud technologies is a significant advantage.
This advertiser has chosen not to accept applicants from your region.
4
Technical Support Team Lead
M1 1AA Manchester, North West
£30000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for an experienced and proactive Technical Support Team Lead to manage their support operations, working entirely remotely. This role is ideal for an individual with a strong technical background and excellent leadership skills, eager to build and guide a high-performing customer service team from anywhere. The Technical Support Team Lead will be responsible for overseeing the daily operations of the technical support department, ensuring timely and effective resolution of customer issues. You will lead, train, and mentor a team of support technicians, fostering a customer-centric approach and maintaining high standards of service quality. Key responsibilities include managing ticket queues, monitoring service level agreements (SLAs), and developing and implementing support processes and documentation to enhance efficiency and user experience. This position requires a deep understanding of common IT support issues, including hardware, software, and network troubleshooting, as well as experience with various ticketing systems and remote support tools. You will collaborate with other departments, such as development and operations, to identify and resolve recurring technical problems and contribute to product improvement initiatives. The ideal candidate will possess exceptional problem-solving abilities, strong communication skills, and a genuine passion for customer satisfaction. Previous experience in a technical support role, coupled with demonstrated leadership experience, is essential. A relevant IT qualification or equivalent practical experience is required. This is a fantastic opportunity for a motivated individual to take on a leadership role within a growing company, driving excellence in customer support and contributing to a positive user experience, all within a fully remote work environment. You will be expected to foster a collaborative team spirit and ensure consistent delivery of support excellence across the team.
This advertiser has chosen not to accept applicants from your region.
5
Senior Technical Support Engineer
M1 1AA Manchester, North West
£35000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is a rapidly expanding software solutions provider seeking a highly skilled Senior Technical Support Engineer to join their dedicated team in Manchester, Greater Manchester, UK . This is a critical role responsible for providing advanced technical assistance to customers, troubleshooting complex software issues, and ensuring customer satisfaction. You will be the front line of support for our enterprise clients, diagnosing and resolving a wide range of technical challenges. The ideal candidate possesses a deep understanding of software applications, network infrastructure, and operating systems. You will work collaboratively with engineering and product teams to escalate and resolve product defects, provide feedback on usability, and contribute to product improvement. This role demands excellent problem-solving abilities, exceptional communication skills, and a patient, customer-centric approach. Responsibilities include managing support tickets, documenting solutions, creating knowledge base articles, and mentoring junior support staff. You will be expected to handle high-priority issues, manage customer expectations effectively, and contribute to the overall success of our customer support function. A strong aptitude for learning new technologies quickly and a commitment to delivering outstanding service are essential. If you are a seasoned technical professional looking for a challenging and rewarding opportunity to make a tangible impact, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for software products via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex technical issues reported by customers.
- Escalate unresolved issues to the appropriate engineering or development teams, providing detailed problem descriptions.
- Document solutions, workarounds, and troubleshooting steps in the company's knowledge base.
- Develop and maintain technical documentation, including FAQs, user guides, and troubleshooting manuals.
- Guide and mentor junior technical support representatives.
- Manage and prioritize support tickets to ensure timely resolution.
- Proactively identify trends in customer issues and provide feedback to product development teams.
- Assist with the onboarding and training of new support team members.
- Contribute to the continuous improvement of support processes and tools.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, helpdesk, or customer service roles, with a focus on software products.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proficiency in troubleshooting methodologies and diagnostic tools.
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Customer-focused attitude with a passion for delivering exceptional service.
- Ability to work independently and manage time effectively under pressure.
- Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Experience in mentoring or leading junior team members is a plus.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Technical Support Specialist
M1 6EU Manchester, North West
£30000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced Senior Technical Support Specialist to join their customer-centric team, operating in a fully remote capacity. In this vital role, you will be the primary point of contact for customers encountering technical issues with our client's software and hardware products. You will leverage your deep technical knowledge and exceptional problem-solving skills to diagnose, troubleshoot, and resolve complex issues, ensuring customer satisfaction and minimizing downtime. Your responsibilities will include providing advanced technical assistance via phone, email, and chat, documenting customer interactions and resolutions in a ticketing system, and escalating critical issues to appropriate internal teams. You will also be responsible for creating and maintaining a knowledge base of common issues and their solutions, contributing to customer self-service resources. The ideal candidate will possess a comprehensive understanding of IT systems, network infrastructure, operating systems (Windows, macOS, Linux), and common software applications. Proven experience in a technical support role, with a focus on diagnosing and resolving complex technical problems, is essential. You should be adept at communicating technical information clearly and concisely to both technical and non-technical users. This remote position demands excellent organizational skills, the ability to manage multiple priorities effectively, and a strong commitment to customer service. You will be a key player in maintaining our client's reputation for outstanding support and ensuring a seamless user experience for their clients.
Responsibilities:
Responsibilities:
- Provide expert-level technical support to customers via multiple channels (phone, email, chat).
- Diagnose and troubleshoot complex hardware, software, and network issues.
- Document all support interactions, issues, and resolutions accurately in a ticketing system.
- Escalate unresolved issues to engineering or development teams with detailed information.
- Develop and maintain comprehensive technical documentation and knowledge base articles.
- Assist in the training and mentoring of junior support staff.
- Identify recurring technical issues and provide feedback for product improvement.
- Manage customer expectations and ensure timely resolution of support requests.
- Proactively identify potential customer issues and offer preventative solutions.
- Contribute to the continuous improvement of support processes and tools.
- Ensure adherence to service level agreements (SLAs).
- Extensive experience in technical support or helpdesk roles.
- Strong proficiency in diagnosing and resolving issues with operating systems (Windows, macOS, Linux).
- Excellent understanding of network protocols and troubleshooting.
- Familiarity with common software applications and IT infrastructure.
- Proven ability to manage and prioritize multiple support tickets.
- Exceptional customer service and communication skills.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and effectively in a remote environment.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified are advantageous.
- Strong analytical and problem-solving capabilities.
This advertiser has chosen not to accept applicants from your region.
7
Senior Technical Support Engineer
M1 1AA Manchester, North West
£55000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and dedicated Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. You will be responsible for providing advanced technical assistance to clients, troubleshooting complex issues, and contributing to the continuous improvement of our support processes. This is a critical role in ensuring our customers receive timely and effective solutions, thereby enhancing their overall experience and satisfaction.
Key Responsibilities:
This is a fully remote position, offering the flexibility to work from anywhere within the UK. You will be part of a collaborative and supportive virtual team, utilising advanced communication and ticketing systems. The ideal candidate possesses a deep understanding of IT systems, troubleshooting methodologies, and excellent problem-solving skills. Strong communication and interpersonal abilities are crucial for interacting effectively with a diverse customer base. If you are a seasoned technical support professional seeking a challenging and rewarding remote opportunity, we encourage you to apply. The location for this role is **Manchester, Greater Manchester, UK**, but the position is entirely remote.
Qualifications:
Key Responsibilities:
- Provide expert-level technical support to customers via various channels, including phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network issues reported by clients.
- Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
- Train and mentor junior support staff, sharing expertise and best practices.
- Identify trends in customer issues and provide feedback to product and engineering teams for product improvements.
- Manage and prioritise incoming support requests, ensuring timely resolution.
- Contribute to the development and implementation of new support tools and processes.
- Proactively identify potential issues and provide preventative solutions.
- Ensure high levels of customer satisfaction through efficient and empathetic support.
This is a fully remote position, offering the flexibility to work from anywhere within the UK. You will be part of a collaborative and supportive virtual team, utilising advanced communication and ticketing systems. The ideal candidate possesses a deep understanding of IT systems, troubleshooting methodologies, and excellent problem-solving skills. Strong communication and interpersonal abilities are crucial for interacting effectively with a diverse customer base. If you are a seasoned technical support professional seeking a challenging and rewarding remote opportunity, we encourage you to apply. The location for this role is **Manchester, Greater Manchester, UK**, but the position is entirely remote.
Qualifications:
- Minimum of 4 years of experience in a technical support or helpdesk role, with at least 2 years in a senior capacity.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Ability to work independently and manage workload effectively in a remote environment.
- Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.
This advertiser has chosen not to accept applicants from your region.
8
Remote Technical Support Specialist
M1 1AA Manchester, North West
£30000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a motivated and customer-focused Remote Technical Support Specialist to join their expanding IT department. This is a fully remote position, allowing you to work from anywhere within the UK. You will be the primary point of contact for users experiencing technical difficulties with hardware, software, and network issues. Your role will involve diagnosing and resolving a wide range of technical problems through various communication channels, including phone, email, and live chat. This requires excellent troubleshooting skills and the ability to explain technical solutions in a clear and understandable manner to both technical and non-technical users. You will be responsible for maintaining detailed records of support requests and resolutions in a ticketing system, ensuring efficient case management and knowledge base contribution. Proactively identifying trends in user issues and recommending improvements to systems and processes will be a key aspect of the role. This position demands a high level of self-discipline, excellent time management, and the ability to work autonomously. You must possess strong communication and interpersonal skills, a patient demeanor, and a passion for helping others. A foundational understanding of operating systems (Windows, macOS), common software applications, networking concepts (TCP/IP, DNS, DHCP), and basic hardware troubleshooting is essential. Previous experience in a technical support role, ideally in a remote setting, is highly advantageous. This is an excellent opportunity to advance your career in IT support within a flexible, remote-first work environment.
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