Customer Support Specialist - IT & Technical Support

This is not a general customer service role. The successful candidate will be the main point of contact for our customers and will be responsible for both customer service and technical support. A strong understanding of IT, especially Windows devices, Chrome OS, laptops and desktop computers, is essential.

Our business sells refurbished laptops, desktops and other IT equipment online. The purpose of this role is to provide excellent customer support, resolve customer issues efficiently, and reduce unnecessary returns by helping customers troubleshoot and fix technical problems.

The right person will be calm under pressure, technically confident, able to explain IT issues clearly, and comfortable dealing with customers by phone, email and online marketplace messaging platforms.

What the role involves

Your main responsibilities will include:

• responding to customer enquiries by phone, email and marketplace messaging platforms;
• acting as the main point of contact for customer service and technical support;
• handling routine customer service matters, including order updates, cancellations, invoices, and general product queries;
• supporting customers with technical issues relating to laptops, desktops, Windows and Chrome OS devices;
• diagnosing customer-reported problems and identifying practical solutions;
• using remote desktop software, including TeamViewer, to access customer machines and carry out real-time troubleshooting where required;
• explaining technical solutions clearly and simply so that customers can understand and follow the advice given;
• helping to resolve issues without unnecessary returns where possible;
• working with the wider technical and warehouse teams where further investigation is needed;
• keeping accurate notes of customer communications, technical issues, and actions taken;
• maintaining strong customer satisfaction ratings through calm, professional and helpful communication.

As we do not operate customer-facing premises, in-person customer contact is uncommon. However, occasional customer interaction may be required where customers collect purchases from the business premises., * How confident are you in supporting customers with laptops and desktop computers?

• Have you used remote support tools such as TeamViewer, AnyDesk, Remote Desktop or similar?
• Please briefly explain your IT support experience, including any experience with Windows, Chrome OS, laptops, desktops, hardware issues, or troubleshooting.
• How would you respond to an angry customer while still protecting the business?

Do you have experience in macOS?, * has strong practical IT knowledge and enjoys solving technical problems;

• is confident supporting customers with laptops, desktops and operating system issues;
• can explain technical matters in a clear and simple way;
• stays calm and focused when dealing with frustrated or confused customers;
• understands the importance of protecting customer satisfaction while also protecting the business from unnecessary returns;
• can work independently and use their own technical judgement;
• is organised and able to keep clear records of customer issues and outcomes;
• is willing to work as part of a team and ask for support when needed;
• takes ownership of customer issues and follows them through properly.

Essential requirements

To be considered for this role, you must have:

• strong IT knowledge, particularly in relation to Windows and Chrome OS;
• up-to-date knowledge of IT hardware, especially laptops and desktop computers;
• previous customer service experience;
• confidence in diagnosing and resolving common technical issues;
• ability to explain IT solutions clearly to non-technical customers;
• experience or confidence using remote support tools, or willingness to use them as part of the role;
• excellent written and verbal communication skills;
• ability to commute daily to NG8, Nottingham;
• availability to work Monday to Friday, 40 hours per week;

Desirable but not essential

It would be helpful if you have:

• experience in first-line IT support, technical support, helpdesk support, or a similar role;
• experience using TeamViewer or other remote desktop software;
• experience with online marketplaces such as eBay, Amazon, OnBuy, Mirakl or Magento;
• knowledge of Linux and macOS;
• experience using ClickUp, Gmail, Microsoft Office or Microsoft Teams;
• experience supporting customers with refurbished electronics or computer hardware.

Tools and systems used

The role may involve using:

• ClickUp;
• TeamViewer;
• Gmail;
• Microsoft Office;
• Microsoft Teams;
• online marketplace messaging platforms.

Training will be provided on our internal systems and processes, but strong existing IT knowledge is required for this role.

Important note before applying

This role requires both customer service ability and strong technical IT knowledge.

Please only apply if you are confident helping customers with laptop, desktop, and operating system issues, including Windows and Chrome OS, and if you are comfortable troubleshooting problems through written communication, phone support and remote desktop software.

We are looking for someone who can take ownership of technical customer issues, explain solutions clearly, and help resolve problems without unnecessary returns where possible.