Technical Support Specialist

1 month ago


Manchester, United Kingdom DiverseJobsMatter Full time
Customer Service Advisor (Software Specialist)

We are seeking a skilled Customer Service Advisor (Software Specialist) to join our Client Support Team on a permanent, full-time basis.

The successful candidate will provide first-line support to our customers, handling enquiries ranging from basic product questions to troubleshooting software issues.

We are looking for someone with a passion for delivering exceptional customer service, who can work effectively in a team environment and use industry-leading helpdesk software to manage customer enquiries.

Key responsibilities will include:

  • Responding to and resolving customer enquiries
  • Maintaining high standards of service and customer experience
  • Troubleshooting common issues and problems within our products
  • Escalating enquiries where necessary
  • Developing and updating supporting materials and guides

We are proud of our customer service excellence and strive to delight our customers with every interaction. We achieved customer satisfaction scores of 98% in the last year and retained our Customer Service Excellence accreditation.

Our team uses industry-leading helpdesk software to manage large volumes of customer enquiries across multiple channels. We also create and maintain hundreds of user guides, help articles, and videos to support our customers.

The successful candidate will be measured on customer satisfaction, first contact resolution, response and resolution times, and internal quality ratings.



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