What Jobs are available for User Support in Birmingham?

• Respond to customer inquiries and support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot complex technical issues related to our software/hardware products.
• Provide detailed step-by-step guidance and solutions to customers, ensuring their problems are resolved efficiently.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with comprehensive documentation.
• Develop and maintain a knowledge base of common issues, solutions, and product updates.
• Train and mentor junior support specialists, sharing expertise and best practices.
• Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
• Contribute to the development and improvement of support processes and tools.
• Ensure customer satisfaction by providing high-quality, empathetic, and effective support.
• Proactively identify opportunities to enhance the customer support experience.

• Proven experience in a technical customer support role, with at least 2-3 years in a senior capacity.
• Strong technical proficiency, with the ability to quickly learn and understand new technologies.
• Excellent problem-solving and analytical skills.
• Outstanding communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• A customer-centric mindset with a passion for helping others.
• Experience in troubleshooting software, hardware, or specific industry-related technologies.
• Ability to work collaboratively within a team environment.
• High school diploma or equivalent; further technical certifications or a degree are a plus.

• Handle escalated customer support inquiries with a high degree of technical proficiency and empathy.
• Diagnose and resolve complex technical issues related to software functionality, integration, and performance.
• Provide step-by-step guidance and support to customers through remote screen sharing and detailed explanations.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify trends in customer issues and collaborate with product and engineering teams to implement improvements.
• Develop and maintain comprehensive knowledge base articles and FAQs for customer self-service.
• Train and mentor junior support staff, sharing best practices and advanced troubleshooting techniques.
• Proactively communicate with customers regarding known issues, updates, and resolutions.
• Contribute to the continuous improvement of support processes and tools.
• Ensure customer satisfaction by delivering timely, accurate, and professional support.

• Proven experience in a technical customer support or helpdesk role, preferably in a software environment.
• Strong understanding of software applications, operating systems, and common IT troubleshooting methodologies.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users.
• Demonstrated ability to manage multiple priorities and resolve complex issues efficiently.
• Experience with CRM software and support ticketing systems.
• Familiarity with remote support tools (e.g., screen sharing, remote desktop).
• A patient and customer-centric approach to problem-solving.
• Ability to work independently and as part of a collaborative remote team.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience in a senior or lead support role is highly advantageous.

• Provide high-level technical support to customers via phone, email, and chat.
• Diagnose and resolve complex technical issues related to our software/hardware products.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and follow up to ensure resolution.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Assist in training and mentoring junior support staff.
• Identify trends in customer issues and provide feedback to product and development teams for improvement.
• Manage customer expectations and ensure a high level of customer satisfaction.
• Document all customer interactions and technical issues accurately in the CRM system.
• Proactively identify opportunities to improve the customer support process and user experience.
• Participate in product testing and provide feedback from a customer support perspective.
• Contribute to building a positive and supportive team environment.

• Proven experience in a technical customer support role, preferably in a senior capacity.
• Strong understanding of common operating systems (Windows, macOS, Linux), networking concepts, and hardware troubleshooting.
• Familiarity with SaaS platforms and web-based applications is highly desirable.
• Excellent diagnostic and problem-solving skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Patience, empathy, and a customer-centric attitude.
• Ability to work effectively both independently and as part of a collaborative team.
• Proficiency in using helpdesk software and CRM systems.
• Experience in creating technical documentation or knowledge base content.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent experience.

• Proven experience in a technical customer support role, with at least 3 years in a senior capacity.
• In-depth knowledge of (Specific Software/Product Area - e.g., SaaS platforms, CRM systems).
• Excellent diagnostic and problem-solving skills.
• Strong understanding of ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to multitask and manage time effectively in a fast-paced environment.
• Exceptional verbal and written communication skills.
• Experience in mentoring or training junior support staff.
• A proactive approach to identifying and resolving customer issues.
• Proficiency in (Relevant Operating Systems/Technologies - e.g., Windows, macOS, basic networking).
• Customer-focused mindset with a dedication to providing outstanding service.

Position: Customer Support Advisor

Contract Length - 2 Months

Working Pattern: Full Time

Location: Pinley House, Coventry / 250 Bath Road, Slough

Are you passionate about delivering exceptional customer service in the automotive industry? Do you thrive in a dynamic environment where your problem-solving skills can shine? If so, we have the perfect opportunity for you!

What You'll Do:

• As a Customer Support Advisor, you will be the frontline hero, managing all customer inquiries and ensuring they receive the highest standard of service. Your role will involve:
• Delivering Exceptional Service: Provide friendly and professional telephone support to all customers, meeting service level expectations and quality standards.
• Understanding Customer Needs: Identify and address customer requirements, delivering solutions that foster retention and uncover renewal opportunities.
• Managing Customer Requests: Utilize our in-house contract management system to handle all customer requests, including complex inquiries and financial modifications.
• End of Contract Management: Oversee the return of vehicles at contract termination, proactively seeking opportunities for extensions or renewals.
• Feedback Champion: Drive our Net Promoter Score (NPS) survey by encouraging positive feedback from customers during your interactions.
• Complex Problem Solver: Handle difficult inquiries with tailored responses, ensuring customer satisfaction and proper escalation when necessary.
• Continuous Learning: Stay updated on products, procedures, and compliance regulations to serve as an expert resource for customers and internal teams.

What We're Looking For:

• Experience: Previous experience in customer services is essential, preferably in a call center environment. Knowledge of leasing products is a plus!
• Communication Skills: Strong verbal and written communication abilities to effectively engage with customers and internal stakeholders.
• Analytical Mindset: Excellent numeric and analytical skills, with meticulous attention to detail.
• Initiative & Teamwork: Ability to work independently while also being a collaborative team player.

Why Join Us?

• Dynamic Environment: Work in a fast-paced team that thrives on meeting challenges head-on.
• Career Growth: This role opens doors to future opportunities, including potential promotions within customer support management.
• Impactful Role: Contribute to improving customer experiences and departmental performance, making a real difference every day!

Ready to Make a Difference?

If you're excited about helping customers and eager to learn in a vibrant team, we'd love to hear from you! Apply now to become a key player in our customer support team and help us enhance customer satisfaction in the automotive sector.

Our client is an equal opportunity employer and welcomes candidates from diverse backgrounds to apply.

Join us on this exciting journey-your next adventure awaits!

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you

• Handle advanced customer inquiries via phone, email, and chat, providing clear and accurate technical solutions.
• Diagnose, troubleshoot, and resolve complex technical problems across various platforms and products.
• Act as a point of escalation for junior support staff, offering guidance and mentorship.
• Document all customer interactions and technical resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
• Identify recurring issues and provide feedback to the product development and engineering teams for continuous improvement.
• Assist in training new customer support representatives on technical aspects and best practices.
• Monitor support queues and ensure service level agreements (SLAs) are met and exceeded.
• Proactively identify opportunities to improve the customer support experience.

• Proven experience in a customer support role, with at least 3-4 years focused on technical troubleshooting.
• Excellent understanding of common software applications, operating systems, and hardware.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Experience with CRM software and helpdesk ticketing systems.
• Exceptional communication and interpersonal skills, with a patient and empathetic approach.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience in mentoring or leading a small team is a plus.
• Proficiency in (mention relevant technologies, e.g., specific software, network protocols, etc.) is highly desirable.

• Provide high-level customer support via various communication channels.
• Resolve complex customer issues and complaints escalated from the support team.
• Mentor and coach junior customer support representatives.
• Develop and maintain knowledge base articles and FAQs.
• Analyze customer feedback to identify areas for service improvement.
• Troubleshoot and diagnose product or service issues.
• Process orders, forms, applications, and requests accurately.
• Collaborate with other departments to ensure customer satisfaction.
• Contribute to team goals and performance targets.
• Maintain detailed and accurate customer records within the CRM system.

• Proven experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Experience in training or mentoring junior staff.
• A commitment to delivering outstanding customer service.
• Familiarity with (mention a relevant industry, e.g., SaaS, E-commerce) is a plus.