Remote Customer Support Specialist ...

In Cork; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading software company is seeking a Customer Support Specialist (Technical) to join their remote team. This vital role involves providing exceptional technical assistance and problem-solving for customers. Requirements include experience in technical support, strong communication skills, and proficiency with CRM systems. This role offers the flexibility to work from anywhere within the UK.

Qualifications

• Proven experience in a technical customer support role or helpdesk position.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills.

Responsibilities

• Provide technical support via phone, email, and chat.
• Diagnose and troubleshoot software-related issues.
• Document customer interactions and maintain accurate records.

Skills

Technical problem-solving

Customer service communication

Software troubleshooting

CRM proficiency

Time management

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Customer Support Specialist (Technical) – Remote (Edinburgh, Scotland, UK)

Our client is seeking a dedicated and technically adept Customer Support Specialist to join their thriving team in a fully remote capacity. This role is crucial for providing exceptional technical assistance and first-line support to users of our client’s innovative software products. The ideal candidate will possess excellent problem‑solving skills, a deep understanding of technology, and a passion for delivering outstanding customer service. The specialist will be the first point of contact for customers experiencing technical issues, guiding them towards effective solutions.

Key Responsibilities:

• Respond to customer inquiries via multiple channels, including email, live chat, and phone, providing timely and accurate technical support.
• Diagnose and troubleshoot software‑related issues, including installation problems, configuration errors, and performance issues.
• Guide customers through step‑by‑step solutions to resolve technical challenges.
• Escalate complex issues to senior support staff or relevant technical teams when necessary, providing detailed notes.
• Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update knowledge‑base articles, FAQs, and troubleshooting guides to empower customers and support agents.
• Proactively identify trends in customer issues and provide feedback to product development and engineering teams.
• Assist with user onboarding and training sessions, ensuring customers can effectively utilize the software.
• Adhere to established service‑level agreements (SLAs) for response and resolution times.
• Contribute to a positive team environment and collaborate effectively with colleagues.
• Continuously expand technical knowledge of the company’s products and related technologies.
• Provide feedback on product usability and suggest improvements based on customer interactions.

Qualifications:

• Proven experience in a technical customer support role, helpdesk, or similar position.
• Strong understanding of software applications, operating systems (Windows, macOS), and basic networking concepts.
• Excellent troubleshooting and problem‑solving abilities with a logical approach.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non‑technical users.
• Proficiency with customer support software and CRM systems (e.g., Zendesk, Salesforce).
• Ability to multitask and manage time effectively in a fast‑paced, remote environment.
• A patient, empathetic, and customer‑centric attitude.
• High school diploma or equivalent; further technical certifications or a degree are a plus.
• Experience with SaaS products is highly desirable.
• A proactive and self‑motivated individual with a passion for technology and customer satisfaction.

Location: Edinburgh, Scotland, UK (fully remote).

Remote Customer Support Specialist – Technical Inquiries (UK Remote)

Our client, a leading provider of innovative software solutions, is seeking a dedicated and technically adept Remote Customer Support Specialist to join their expanding support team. This position is fully remote, offering flexibility and the opportunity to work from anywhere within the UK. The specialist will be the primary point of contact for customers seeking technical assistance with our products, troubleshooting software issues, and guiding users through setup and configuration processes.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues related to our software products.
• Provide step‑by‑step guidance to customers on product usage, installation, and configuration.
• Escalate complex issues to higher‑level support or development teams when necessary.
• Document customer interactions, issues, and resolutions accurately in our CRM system.
• Contribute to the development of our knowledge base by creating and updating help articles and FAQs.
• Identify trends in customer issues and provide feedback to the product development team.
• Maintain a high level of customer satisfaction through effective problem‑solving and communication.
• Adhere to support SLAs and internal quality standards.
• Proactively identify opportunities to improve the customer support process.

Qualifications and Skills:

• Proven experience in a customer support or technical helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Patience, empathy, and a customer‑centric approach.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
• Strong problem‑solving and analytical skills.
• Self‑motivated and able to work independently with minimal supervision.
• Experience with (mention a specific software category, e.g., SaaS products, CRM software) is a plus.
• Reliable internet connection and a dedicated home office setup.

Location: UK (remote).

Senior Customer Support Specialist – Technical (Remote)

Our client is a rapidly expanding technology company seeking a highly motivated and technically adept Senior Customer Support Specialist to join their fully remote support team. This role is pivotal in providing exceptional technical assistance to our diverse customer base, resolving complex issues, and contributing to the overall customer satisfaction and product improvement.

Key Responsibilities:

• Provide high‑level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our software/hardware products.
• Diagnose and troubleshoot complex technical problems, escalating to senior development or engineering teams when necessary.
• Develop and maintain comprehensive knowledge‑base articles, FAQs, and troubleshooting guides.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify recurring customer issues and provide feedback to product development and engineering teams for product improvement.
• Assist in the training and onboarding of new customer support representatives.
• Manage customer expectations and ensure timely resolution of support tickets.
• Proactively monitor customer feedback and system performance to anticipate potential issues.
• Contribute to the continuous improvement of support processes and customer service standards.
• Maintain a high level of customer satisfaction through effective communication and problem‑solving.

Qualifications:

• Proven experience (4+ years) in a technical customer support role, preferably within the SaaS or technology sector.
• Strong understanding of (Specific Product Area – e.g., cloud computing, networking, software applications).
• Excellent diagnostic and troubleshooting skills for complex technical problems.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and support ticketing systems.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non‑technical users.
• Strong interpersonal skills and a patient, customer‑centric attitude.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Experience with remote support tools and collaboration platforms.
• A proactive approach to problem‑solving and a strong desire to help customers succeed.
• Certifications related to IT support or specific technologies are a plus.

Location: Fully remote.

Senior Customer Support Specialist – Technical Products (Remote)

Our client, a leading provider of innovative technical products, is seeking a dedicated and technically adept Senior Customer Support Specialist to join their fully remote support team. In this vital role, you will be the frontline resource for customers experiencing technical issues with our client’s cutting‑edge software and hardware solutions.

Key Responsibilities:

• Provide comprehensive technical support to customers via phone, email, and chat regarding our client’s products.
• Troubleshoot and diagnose hardware and software issues, providing clear and concise solutions.
• Guide customers through setup, installation, and usage of our products.
• Escalate unresolved technical issues to appropriate engineering or development teams, providing detailed documentation.
• Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ section.
• Identify trends in customer issues and provide feedback to product development teams.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Ensure customer satisfaction by providing timely, effective, and empathetic support.
• Mentor junior support team members and assist with training.
• Stay up‑to‑date with product updates, features, and common technical issues.

Qualifications:

• Minimum of 3 years of experience in a technical customer support or helpdesk role.
• Strong understanding of common hardware and software troubleshooting methodologies.
• Excellent problem‑solving and analytical skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non‑technical users.
• Proficiency with CRM software and ticketing systems.
• Ability to manage multiple support requests simultaneously and prioritize effectively.
• Experience supporting SaaS products or complex software applications is highly desirable.
• A passion for technology and customer service.
• Ability to work independently and collaboratively within a remote team environment.
• Patience and empathy when dealing with customer issues.

Location: Fully remote.

Senior Customer Service & Technical Support Specialist – Remote (Leicester, UK)

Our client, a rapidly growing technology firm, is seeking a dedicated and experienced Senior Customer Service & Technical Support Specialist to join their fully remote team. This role is crucial for ensuring exceptional customer satisfaction and providing timely, effective technical assistance to users of our client’s innovative software products.

Responsibilities:

• Provide advanced technical support and customer service to clients via phone, email, and chat.
• Investigate, diagnose, and resolve complex technical issues related to software functionality, installation, and integration.
• Escalate unresolved issues to appropriate internal teams (e.g., development, QA) and ensure timely resolution.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to the product and development teams for continuous improvement.
• Train and mentor junior support staff, sharing expertise and best practices.
• Proactively communicate with customers regarding system updates, known issues, and planned maintenance.
• Participate in product testing and provide input on usability and functionality.
• Contribute to enhancing customer support processes and workflows.

Qualifications:

• Minimum of 5 years of experience in customer service and technical support, preferably within the software industry.
• Proven ability to troubleshoot and resolve complex technical software issues.
• Strong understanding of customer support best practices and metrics.
• Excellent communication, listening, and problem‑solving skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to both technical and non‑technical users.
• Demonstrated experience in managing customer escalations and ensuring customer satisfaction.
• Ability to work independently and manage time effectively in a remote work environment.
• A proactive and customer‑centric approach to service delivery.
• Experience with (Specific Software/Product Type) is a strong advantage.

Location: Leicester area (remote).

Remote Customer Support Specialist – Technical (Norwich, Norfolk, UK)

Our client is looking for a dedicated and technically adept Remote Customer Support Specialist to join their thriving support team, working entirely from home. This role is essential for providing exceptional technical assistance and resolving customer issues efficiently and professionally.

Key Responsibilities:

• Provide exceptional technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues for a diverse customer base.
• Guide customers through clear, step‑by‑step solutions and resolutions.
• Escalate unresolved issues to appropriate internal teams.
• Maintain accurate and comprehensive records of customer interactions and troubleshooting steps.
• Contribute to the development of our knowledge base and customer self‑help resources.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure a high level of customer satisfaction through prompt and effective support.
• Proactively identify opportunities to improve the customer support experience.

Qualifications:

• Proven experience in a customer support or technical support role.
• Strong understanding of common operating systems (Windows, macOS) and software applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Exceptional problem‑solving and analytical skills.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency with CRM software and helpdesk ticketing systems.
• A patient and empathetic approach to customer service.
• Strong internet connectivity and a suitable home office environment.

Location: Norwich, Norfolk, UK (remote).

Remote Customer Support Specialist – Technical Assistance (Reading, Berkshire, UK)

Our client is a rapidly growing technology firm seeking a dedicated and empathetic Remote Customer Support Specialist to join their fully remote support team. Based in Reading, Berkshire, UK, you will be the first point of contact for customers experiencing technical issues or requiring assistance with our innovative product suite.

Responsibilities:

• Respond to customer inquiries via multiple channels (phone, email, chat) in a professional and timely manner.
• Diagnose and troubleshoot technical issues related to our software and hardware products.
• Provide clear and concise instructions and solutions to customers.
• Escalate complex technical problems to appropriate internal teams (e.g., Tier 2 support, Engineering).
• Maintain accurate and detailed customer support records in the CRM system.
• Identify and report common customer issues and feedback to improve product and service offerings.
• Contribute to the development of our knowledge base and customer support documentation.
• Proactively engage with customers to ensure their needs are met and they are satisfied with our solutions.
• Adhere to all company policies and procedures regarding customer data privacy and security.
• Collaborate with team members to share best practices and improve support processes.

Qualifications:

• Proven experience in a customer support or technical helpdesk role.
• Excellent problem‑solving and analytical skills.
• Strong technical aptitude and ability to quickly learn new software.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• A proactive and customer‑centric approach to service.
• Experience with (mention a specific relevant technology, e.g., SaaS platforms, cloud computing, specific OS) is a plus.

Location: Reading, Berkshire, UK (remote).

Remote Customer Support Specialist – Technical Solutions (UK)

Our client is a fast‑growing technology company looking for dedicated and empathetic Customer Support Specialists to join their entirely remote team. This role is perfect for individuals who thrive in a flexible, home‑based environment and are passionate about delivering exceptional customer service.

Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a prompt and professional manner.
• Diagnose and troubleshoot technical issues, guiding customers through step‑by‑step solutions.
• Escalate complex issues to appropriate internal teams when necessary, ensuring clear documentation.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating help articles and FAQs.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Proactively engage with customers to ensure their understanding and effective use of our products.
• Build and maintain strong customer relationships through excellent communication and support.
• Adhere to all company policies and procedures, particularly those related to data privacy and security.
• Participate in regular team meetings and training sessions conducted remotely.
• Strive to achieve and exceed key performance indicators related to customer satisfaction and resolution times.

Qualifications:

• Proven experience in a customer support or technical support role, preferably in a remote setting.
• Excellent verbal and written communication skills in English.
• Strong troubleshooting and problem‑solving abilities with a patient and empathetic demeanor.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work independently and manage time effectively in a remote work environment.
• Familiarity with cloud‑based software and SaaS products is a significant advantage.
• A dedicated home office setup with reliable high‑speed internet access is mandatory.
• Ability to adapt to changing technologies and customer needs.
• A positive attitude and a genuine desire to help others.

Location: UK (remote).