1,289 Tier 1 Support jobs in the United Kingdom
Remote Tier 2 Customer Support Specialist
NE1 4EQ Newcastle upon Tyne, North East
£28000 Annually
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Posted 1 day ago
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Job Description
Our client, a rapidly growing technology company, is seeking a highly skilled and empathetic Remote Tier 2 Customer Support Specialist to join their dedicated support team. This fully remote position allows you to provide exceptional technical assistance to customers from anywhere in the UK. You will be the primary point of contact for complex customer issues, troubleshooting technical problems, and ensuring customer satisfaction through effective problem resolution. If you have a passion for technology and outstanding customer service skills, this role is an excellent opportunity for career growth.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex issues escalated from Tier 1 support.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related problems for customers.
- Guide customers through step-by-step solutions for technical challenges.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions in the ticketing system (e.g., Zendesk, ServiceNow).
- Escalate unresolved issues to the appropriate internal teams (e.g., development, engineering) with comprehensive documentation.
- Develop and maintain a deep understanding of the company's products and services to provide effective support.
- Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and support staff.
- Identify recurring customer issues and provide feedback to product development teams for product improvements.
- Proactively identify opportunities to improve the customer support experience and internal processes.
- Adhere to service level agreements (SLAs) and ensure timely resolution of customer inquiries.
- Participate in ongoing training sessions to stay updated on product features and technical advancements.
- Contribute to a positive and collaborative team environment.
- Assist in training new Tier 1 support staff on common issues and resolution techniques.
- Monitor support queues and manage workload effectively to meet customer needs.
- Provide feedback on customer pain points and product usability.
- Uphold company standards for customer service excellence.
Qualifications:
- Proven experience in a Tier 2 or higher technical support role.
- Excellent troubleshooting and problem-solving skills with a strong understanding of common IT issues.
- Familiarity with operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience using helpdesk/ticketing systems (e.g., Zendesk, Jira Service Desk).
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
- Strong customer service orientation and a patient, empathetic demeanor.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Proficiency in using remote desktop support tools.
- A keen interest in technology and a desire to continuously learn.
- Must be eligible to work in the UK and able to work remotely from any UK location.
- Requires a dedicated home office setup with a reliable high-speed internet connection.
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0
Customer Support Specialist (Tier 2)
G1 1AB Glasgow, Scotland
£28000 Annually
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Posted today
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Job Description
Join our dedicated customer service team as a Tier 2 Customer Support Specialist. This role offers a hybrid work model, allowing you to balance your work between our office in Glasgow, Scotland, UK , and remote work. You will be responsible for providing advanced technical support and resolving complex customer inquiries that have been escalated from Tier 1 support. Your core duties will include diagnosing and troubleshooting software and hardware issues, guiding customers through step-by-step solutions, and escalating critical issues to the relevant internal departments when necessary. A deep understanding of our products and services is essential, along with the ability to effectively communicate technical information to non-technical users. You will be expected to maintain detailed records of customer interactions and resolutions within our CRM system. Contributing to the knowledge base by creating and updating support articles and FAQs will be a key part of improving our self-service options. This role requires excellent problem-solving skills, patience, and a strong commitment to customer satisfaction. You will work collaboratively with other support teams, product development, and engineering to identify trends and advocate for product improvements. The ability to manage your time effectively and prioritize tasks in a fast-paced environment is crucial. For the in-office days, you will engage in team meetings, training sessions, and collaborative problem-solving. This is an excellent opportunity to grow your career in customer support and make a real difference in our customers' experience.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist (Tier 2)
WV1 2DB Wolverhampton, West Midlands
£28000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client, a rapidly growing tech company, is seeking a dedicated and experienced Customer Support Specialist to join their established team in Wolverhampton, West Midlands, UK . This role involves a hybrid working model, combining remote work with occasional office presence.
As a Tier 2 Customer Support Specialist, you will be the primary point of escalation for complex customer issues that cannot be resolved by the Tier 1 support team. You will be responsible for troubleshooting advanced technical problems, providing in-depth product knowledge, and ensuring timely and satisfactory resolution for our valued customers. This position requires excellent problem-solving skills, a patient and empathetic demeanor, and a strong understanding of customer service best practices. You will play a crucial role in maintaining high levels of customer satisfaction and loyalty.
Key Responsibilities:
Required Skills and Qualifications:
This is an excellent opportunity for a skilled support professional to advance their career within a supportive and forward-thinking organization. If you are passionate about delivering exceptional customer experiences and possess the technical aptitude to solve challenging problems, we want to hear from you.
As a Tier 2 Customer Support Specialist, you will be the primary point of escalation for complex customer issues that cannot be resolved by the Tier 1 support team. You will be responsible for troubleshooting advanced technical problems, providing in-depth product knowledge, and ensuring timely and satisfactory resolution for our valued customers. This position requires excellent problem-solving skills, a patient and empathetic demeanor, and a strong understanding of customer service best practices. You will play a crucial role in maintaining high levels of customer satisfaction and loyalty.
Key Responsibilities:
- Investigate, diagnose, and resolve complex technical and customer service issues escalated from Tier 1 support.
- Provide detailed technical support and guidance to customers via phone, email, and chat.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Collaborate with engineering and product development teams to identify bugs, suggest product improvements, and provide customer feedback.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal teams and external customers.
- Monitor customer feedback channels and proactively address potential issues.
- Train and mentor junior support staff on complex problem resolution.
- Contribute to the continuous improvement of customer support processes and procedures.
- Meet and exceed defined service level agreements (SLAs) for response and resolution times.
Required Skills and Qualifications:
- Proven experience in a Tier 2 or similar technical support role, preferably within the SaaS industry.
- Excellent diagnostic and troubleshooting skills for software applications.
- Strong understanding of CRM systems (e.g., Salesforce, Zendesk).
- Exceptional communication, listening, and interpersonal skills.
- Ability to remain calm and professional under pressure.
- Proficiency in IT troubleshooting and support methodologies.
- Experience working in a hybrid or remote team environment is a plus.
- A proactive approach to problem-solving and a customer-centric mindset.
This is an excellent opportunity for a skilled support professional to advance their career within a supportive and forward-thinking organization. If you are passionate about delivering exceptional customer experiences and possess the technical aptitude to solve challenging problems, we want to hear from you.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Specialist (Tier 2)
BN1 1AA East Sussex, South East
£28000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client, a rapidly expanding tech company, is seeking a dedicated and technically adept Customer Support Specialist (Tier 2) to join their fully remote support team. This role is crucial in providing advanced technical assistance to our customer base, resolving complex issues that extend beyond the scope of Tier 1 support. You will be empowered to investigate, diagnose, and resolve sophisticated software and system problems, ensuring a high level of customer satisfaction.
This is an excellent opportunity for individuals who are passionate about technology, possess strong problem-solving skills, and thrive in a dynamic, customer-centric environment. As a remote team member, you will benefit from the flexibility to work from home while collaborating effectively with colleagues and customers across different regions. You will act as a key point of contact for escalating customer queries, ensuring timely and effective resolution.
Key Responsibilities:
This is an excellent opportunity for individuals who are passionate about technology, possess strong problem-solving skills, and thrive in a dynamic, customer-centric environment. As a remote team member, you will benefit from the flexibility to work from home while collaborating effectively with colleagues and customers across different regions. You will act as a key point of contact for escalating customer queries, ensuring timely and effective resolution.
Key Responsibilities:
- Handle escalated customer support tickets requiring in-depth technical knowledge.
- Troubleshoot and diagnose complex software and hardware issues related to our product suite.
- Provide clear, concise, and effective technical guidance and solutions to customers via phone, email, and chat.
- Document troubleshooting steps, solutions, and resolutions in our knowledge base.
- Collaborate with engineering and product teams to identify and resolve software bugs and product defects.
- Identify trends in customer issues and provide feedback for product improvement.
- Develop and maintain comprehensive customer-facing documentation and FAQs.
- Assist in training and mentoring Tier 1 support agents.
- Proactively communicate with customers regarding the status of their support issues.
- Ensure customer satisfaction and maintain high service level agreement (SLA) metrics.
- Participate in an on-call rotation as needed for critical support issues.
- Minimum of 2-3 years of experience in a technical support role, preferably Tier 2 or higher.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP) and troubleshooting.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
- Excellent analytical and problem-solving abilities with a methodical approach.
- Exceptional verbal and written communication skills.
- Ability to explain technical concepts clearly to users with varying levels of technical expertise.
- Proven ability to manage time effectively and work independently in a remote setting.
- A strong customer service orientation and a passion for helping others.
- Relevant technical certifications or a degree in a related field are a plus.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Specialist - Tier 2
EH1 2EP Edinburgh, Scotland
£28000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Specialist (Tier 2) to join their expanding support operations in **Edinburgh, Scotland, UK**. This role is pivotal in ensuring exceptional customer satisfaction by resolving complex technical issues and providing expert assistance. You will be the escalation point for front-line support teams, tackling challenging customer queries with a high degree of technical proficiency and empathy. Responsibilities include:
The ideal candidate will possess a strong technical aptitude with at least 3 years of experience in a customer service or technical support role, preferably within the software or technology sector. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote diagnostic tools is essential. Excellent analytical and problem-solving skills, combined with outstanding communication and interpersonal abilities, are required. A passion for technology and a commitment to providing outstanding customer service are key. Fluency in English is mandatory, and knowledge of additional languages is a plus. This is a fantastic opportunity to advance your career in a supportive and growing company located in **Edinburgh**. You will receive a competitive salary, benefits package, and ample opportunities for professional development.
- Investigating and resolving complex technical issues reported by customers and lower-tier support agents.
- Providing in-depth product support and guidance via phone, email, and live chat.
- Diagnosing and troubleshooting software and hardware problems, identifying root causes, and implementing effective solutions.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Collaborating with product development and engineering teams to report bugs and suggest product improvements.
- Creating and updating knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
- Training and mentoring Tier 1 support staff on common issues and best practices.
- Maintaining a high level of customer satisfaction through timely and effective problem resolution.
- Participating in team meetings and contributing to the continuous improvement of support processes.
The ideal candidate will possess a strong technical aptitude with at least 3 years of experience in a customer service or technical support role, preferably within the software or technology sector. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote diagnostic tools is essential. Excellent analytical and problem-solving skills, combined with outstanding communication and interpersonal abilities, are required. A passion for technology and a commitment to providing outstanding customer service are key. Fluency in English is mandatory, and knowledge of additional languages is a plus. This is a fantastic opportunity to advance your career in a supportive and growing company located in **Edinburgh**. You will receive a competitive salary, benefits package, and ample opportunities for professional development.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Specialist - Tier 2
WV1 3DG Wolverhampton, West Midlands
£28000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Join our dynamic customer support team as a Tier 2 Customer Support Specialist, based in our modern offices in Wolverhampton, West Midlands, UK . This is a critical role requiring in-depth technical knowledge and exceptional problem-solving skills to assist our customers with complex inquiries. You will be the escalation point for front-line support agents, providing advanced troubleshooting and resolution for product-related issues. This role demands a customer-centric approach, excellent communication abilities, and a passion for delivering outstanding service. You will work collaboratively with technical, product, and engineering teams to ensure timely and effective solutions for our valued clientele.
Key Responsibilities:
Qualifications and Experience:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for customer issues escalated from Tier 1 support.
- Investigate, diagnose, and resolve complex software and hardware issues across various products.
- Communicate technical solutions clearly and concisely to customers with varying levels of technical understanding.
- Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
- Collaborate with the engineering and product development teams to identify root causes of recurring issues and provide feedback for product improvements.
- Develop and maintain technical knowledge base articles, FAQs, and support guides.
- Assist in training and mentoring Tier 1 support agents on common issues and best practices.
- Manage and prioritize a queue of support tickets, ensuring adherence to service level agreements (SLAs).
- Identify trends in customer issues and escalate critical bugs or usability problems.
- Contribute to the continuous improvement of support processes and customer experience strategies.
Qualifications and Experience:
- Proven experience in a Tier 2 or advanced technical support role.
- Strong understanding of IT systems, software applications, and troubleshooting methodologies.
- Excellent diagnostic and problem-solving skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts effectively.
- Experience using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- A team player with a strong customer service ethos.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are advantageous.
- Experience in (mention a specific industry, e.g., SaaS, telecommunications, hardware) is a plus.
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Specialist (Tier 2)
CF10 1DT Cardiff, Wales
£28000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and knowledgeable Customer Support Specialist (Tier 2) to join their thriving team in Cardiff, Wales . This hybrid role offers a balanced approach to working, combining office-based collaboration with remote flexibility. As a Tier 2 specialist, you will be the primary point of contact for resolving complex customer issues that have been escalated from Tier 1 support. Your expertise will be crucial in diagnosing intricate technical problems, providing advanced troubleshooting, and ensuring a high level of customer satisfaction. You will handle inquiries via phone, email, and chat, meticulously documenting all interactions and resolutions in the CRM system. This role requires a deep understanding of our client's products and services, coupled with excellent problem-solving skills and a patient, empathetic demeanor. You will also play a vital role in identifying recurring issues, providing feedback to the product development team, and contributing to the creation of knowledge base articles and support documentation. The ideal candidate possesses strong technical aptitude, exceptional communication skills, and the ability to manage multiple priorities effectively in a fast-paced environment. Experience in a similar customer support role, preferably with technical product support, is essential. You should be comfortable working independently and as part of a collaborative team.
Key Responsibilities:
Qualifications and Skills:
This is a fantastic opportunity to advance your career in customer support within a dynamic company located in Cardiff .
Key Responsibilities:
- Investigate, diagnose, and resolve complex customer technical issues escalated from Tier 1 support.
- Provide timely and effective customer support via phone, email, and chat channels.
- Accurately document all customer interactions, issues, and resolutions in the CRM system.
- Collaborate with cross-functional teams, including engineering and product development, to resolve customer issues.
- Contribute to the development and maintenance of the knowledge base and support documentation.
- Identify trends in customer issues and provide feedback to improve products and services.
- Ensure customer satisfaction by delivering prompt, professional, and accurate support.
- Manage and prioritise a queue of escalated customer issues efficiently.
- Assist in training and mentoring Tier 1 support agents when required.
Qualifications and Skills:
- Proven experience in a Tier 2 or advanced customer support role.
- Strong technical aptitude and ability to troubleshoot complex issues.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical solutions clearly and concisely to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to manage multiple tasks and prioritise effectively.
- Experience with (Specific Product/Software Category, e.g., SaaS, CRM software, network hardware) is highly desirable.
- A customer-centric approach with a commitment to service excellence.
This is a fantastic opportunity to advance your career in customer support within a dynamic company located in Cardiff .
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Specialist (Tier 2)
L1 8JQ Liverpool, North West
£28000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm based in **Liverpool, Merseyside, UK**, is seeking an experienced and dedicated Customer Support Specialist (Tier 2) to join their vibrant support team. This role is essential for providing advanced technical assistance and resolving complex customer issues that cannot be handled by the Tier 1 support. The successful candidate will be a problem-solver with excellent communication skills, a patient demeanor, and a deep understanding of customer service best practices.
Key Responsibilities:
Key Responsibilities:
- Respond to and resolve complex customer inquiries and technical issues via phone, email, and chat, escalating from Tier 1 support.
- Diagnose and troubleshoot software and hardware problems, providing clear and concise solutions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Collaborate with engineering and product development teams to identify and report bugs and suggest product improvements.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting guides for both customers and internal support staff.
- Provide training and guidance to Tier 1 support agents on complex issues.
- Ensure customer satisfaction by offering timely and effective support.
- Identify recurring issues and trends, providing feedback to management for process and product enhancements.
- Stay up-to-date with product updates and new features to provide accurate support.
- Manage customer expectations and communicate resolution timelines effectively.
- Participate in team meetings and contribute to a positive and collaborative support environment.
- Proven experience in a Tier 2 customer support or technical support role, preferably within the tech industry.
- Excellent troubleshooting and problem-solving skills.
- Strong understanding of software applications and common IT issues.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to remain calm and professional under pressure.
- Strong organizational skills and attention to detail.
- A proactive approach to identifying and resolving issues.
- Ability to work effectively both independently and as part of a team.
- Minimum of 2 years of experience in a customer-facing technical role.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Specialist (Tier 2)
PO1 3PX Portsmouth, South East
£28000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and technically proficient Customer Support Specialist (Tier 2) to join their growing team, operating with a remote-first approach. In this role, you will be the escalation point for complex customer inquiries, providing in-depth technical support and resolution for challenging issues that cannot be handled by Tier 1 support. You will leverage your troubleshooting expertise, deep product knowledge, and strong communication skills to ensure customer satisfaction and retention. This position requires a proactive problem-solver who can effectively diagnose technical problems, communicate solutions clearly to customers, and collaborate with internal engineering and product teams to address underlying issues. Your primary goal will be to deliver exceptional support experiences and contribute to the continuous improvement of our client's products and services.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Handle escalated customer support tickets requiring advanced technical troubleshooting.
- Diagnose and resolve complex technical issues related to software, hardware, or services.
- Provide clear, concise, and timely communication to customers via phone, email, and chat.
- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Identify recurring issues and provide feedback to product and engineering teams for long-term solutions.
- Develop and maintain technical knowledge base articles and troubleshooting guides.
- Assist in training and mentoring Tier 1 support staff.
- Contribute to improving support processes and customer service standards.
- Manage customer expectations and ensure a high level of satisfaction.
- Stay up-to-date with product updates and new features.
- Participate in on-call rotation as required.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 3 years of experience in technical customer support, preferably in a Tier 2 or higher role.
- Proven ability to troubleshoot complex technical issues across various platforms.
- Excellent understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Customer-centric mindset with a passion for problem-solving.
- Ability to work independently and manage multiple priorities in a remote environment.
- Patience, empathy, and a professional demeanor.
- This role is primarily remote, but occasional in-person meetings or training sessions at our Portsmouth hub may be required.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Specialist (Tier 2)
SO14 0DH Southampton, South East
£28000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company headquartered in Southampton, Hampshire, UK , is seeking a highly skilled and customer-focused Customer Support Specialist (Tier 2). This role offers the flexibility of being fully remote, allowing you to provide exceptional technical assistance to our valued users. You will be responsible for resolving complex customer issues, troubleshooting technical problems, and escalating issues when necessary, all while maintaining a high level of customer satisfaction. The ideal candidate will possess strong technical aptitude, excellent communication skills, and a passion for helping customers succeed.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and issues.
- Diagnose and resolve software and hardware problems, guiding customers through step-by-step solutions.
- Escalate unresolved issues to Tier 3 support or relevant engineering teams, providing detailed problem descriptions and troubleshooting steps taken.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
- Identify recurring customer issues and provide feedback to product development and engineering teams for continuous improvement.
- Proactively monitor customer accounts and systems to identify potential issues before they impact users.
- Collaborate with cross-functional teams to ensure a seamless customer experience.
- Contribute to the development and refinement of support processes and policies.
- Achieve and maintain key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
- Proven experience in a Tier 2 technical support or customer service role, preferably in the technology sector.
- Strong understanding of software applications, operating systems, and common technical issues.
- Excellent troubleshooting and problem-solving skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- Strong customer advocacy skills and a commitment to providing outstanding service.
- Experience with (mention specific relevant software/hardware, e.g., SaaS platforms, networking protocols) is a plus.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are advantageous.
This advertiser has chosen not to accept applicants from your region.
9