Technical support agent Work, Jobs in Leeds, Eng (with Salaries)

Subject Matter Expert – Technical Support
YouFibre —Town
- Full-time
- Hybrid work
- Travel
- Training & development
- Communication skills
Quick apply
3h
Data Architect, Databricks - Contract
Red Badger —Leeds
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- Machine learning
- Agile
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Senior Building Surveyor
Rider Levett Bucknall —Leeds
- Full-time
- Hybrid work
- Customer service
- Writing skills
- Project management
- Gym membership
Quick apply
8d
Senior Land Consultant
WSP —Leeds
- Hybrid work
- Business development
- Team management
- No degree
Lead Design Engineer UX/UI and AI
StarCompliance —York
- Full-time
- Hybrid work
- AI
- Communication skills
Quick apply
13d
Principal Land Consultant
WSP —Leeds
- Hybrid work
- Travel
- Mentoring
- Training & development
Principal Modern Workplace Consultant
OneAdvanced —York
- Azure
- Mentoring
- SharePoint
- Employee assistance programme
- Bereavement leave
12d
Lead Cloud Engineer
CreateFuture —Leeds
- Full-time
- Hybrid work
- Travel
- Mentoring
- Recruiting
Quick apply
Software Development Engineer - D365/ Power Platforms
Yorkshire Building Society —Bradford
- Up to £55,000 a year
- Call to connect
- Hybrid work
- APIs
- AI
Senior Cloud Engineer
CreateFuture —Leeds
- Full-time
- Hybrid work
- Travel
- Mentoring
- Scripting
Quick apply
AI Platform Engineer
CreateFuture —Leeds
- Full-time
- Hybrid work
- Master's degree
- AWS
- Travel
Quick apply
7d
Principal AI Platform Engineer
CreateFuture —Leeds
- Full-time
- Hybrid work
- Master's degree
- Travel
- APIs
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7d
Senior AI Platform Engineer
CreateFuture —Leeds
- Full-time
- Hybrid work
- Master's degree
- Travel
- APIs
Quick apply
7d
Senior Cloud Engineer, AI Platform SRE
CreateFuture —Leeds
- Full-time
- Hybrid work
- Master's degree
- Travel
- AI
Quick apply
7d
Senior Geotechnical Engineer
Amey Ltd —York
- Mentoring
- Training & development
- Leadership
- Annual leave
Quick apply
2d
Lead Senior Geotechnical Engineer
Amey Ltd —York
- Mentoring
- Training & development
- Annual leave
Quick apply
1d

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Subject Matter Expert – Technical Support

YouFibre -
Town

Quick apply

Job details

Permanent | Full-time
3 hours ago

Qualifications

Live chat
Technical troubleshooting
Stakeholder liaison
Internal department liaison
Professional development mentoring
Customer interaction
Training & development
Communication skills
Help desk

Full job description

Description

As a Technical Support Subject Matter Expert (SME), you will be a recognised expert within Technical Support, using your specialist knowledge to improve capability and customer outcomes across our Customer Support teams.

You will provide hands-on support, coaching and feedback to agents both virtually and face-to-face, helping them build the knowledge and confidence to troubleshoot and resolve technical queries accurately and effectively. You will identify knowledge and performance gaps, follow up on improvement and work closely with Team Leaders and management to ensure feedback translates into action.

Key Responsibilities

Develop and maintain expert-level knowledge within CS for Technical queries (across Voice, Email & Chat).
Provide real-time guidance and support to agents handling complex customer queries.
Deliver effective 1:1 coaching and feedback, both virtually and face-to-face.
Review customer interactions to identify individual and wider knowledge or process gaps.
Follow up on coaching and feedback to ensure improvements are embedded.
Liaise with Team Leaders and management on agent feedback, recurring issues and areas requiring further support.
Support refresher training, knowledge sessions and the development of guidance where required.
Identify recurring trends and opportunities to improve processes, knowledge and customer outcomes.
Act as a trusted point of expertise for agents, Team Leaders and the wider operation.
Support teams across our internal and outsource operations, including on-site support where required.
Collaborate closely with Tech Ninjas to stay on top of identified trends and updates to share effectively with CS teams
Work tickets as and when volumes required

Skills, Knowledge & Expertise

Existing strong knowledge and proven performance in dealing with complex Technical queries with strong understanding of Fibre networks, connectivity and equipment
Passion for developing deeper specialist knowledge and becoming a leading expert within your field.
Confident coaching others and providing clear, constructive 1:1 feedback.
Strong communication skills with the ability to explain complex information simply.
Comfortable providing support and feedback both virtually and face-to-face.
Ability to identify knowledge gaps, trends and opportunities for improvement.
Confident working with Team Leaders and management to communicate feedback and follow up on actions.
Proactive, accountable and comfortable taking ownership.
Ability to work effectively both independently and as part of a wider operational team.
Flexibility to work hybrid, including working from our South Africa office when required to support office-based agents.
Willingness to travel to our outsource partner sites in Johannesburg and Cape Town where required.

You will need strong fibre broadband connection (a monthly connectivity allowance is provided). Candidates must be available to work UK business hours regardless of their location.

Please note: This is a fixed-term contract for 3 months, with the possibility of becoming a permanent position based on performance and business need.

About YouFibre

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technical support agent jobs in leeds, eng

Subject Matter Expert – Technical Support

Data Architect, Databricks - Contract

Senior Building Surveyor

Senior Land Consultant

Lead Design Engineer UX/UI and AI

Principal Land Consultant

Principal Modern Workplace Consultant

Lead Cloud Engineer

Software Development Engineer - D365/ Power Platforms

Senior Cloud Engineer

AI Platform Engineer

Principal AI Platform Engineer

Senior AI Platform Engineer

Senior Cloud Engineer, AI Platform SRE

Senior Geotechnical Engineer

Lead Senior Geotechnical Engineer

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