Technical support Work, Jobs in Horsforth, Wyk (with Salaries)

Subject Matter Expert – Technical Support
YouFibre —Town
- Full-time
- Hybrid work
- Travel
- Training & development
- Communication skills
Quick apply
1h
IT Service Desk Technician
Low Carbon Contracts Company —Leeds
- £40,000 a year
- Full-time
- Hybrid work
- Travel
- Agile
- Annual leave
- Work from home
Quick apply
7d
Service Desk Manager - Enterprise Markets
Pragma —Bradford
- Customer service
- Presentation skills
- In-person
- Annual leave
- Employee discount
13d
Maximo Operations Technician - UK & EMEA
Naviam —Leeds
- Computer literacy
- English
- Java
Quick apply
IT Support Engineer - North Region (6 month FTC Based York area)
Splendid Hospitality Group —York
- £35,000 - £38,500 a year
- Hybrid work
- Hospitality
- Computer Science
- Hotel
- Employee assistance programme
- Employee discount
IT Support Coordinator
The Openwork Partnership —Leeds
- Up to £32,500 a year
- Hybrid work
2h

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Helpdesk Advisor
Hakim Group —Darwen
Respond to enquiries via phone, email and ticketing systems in a friendly and professional manner. In this role, you'll be the first point of contact for…
13d
Help Desk Operative
CBRE —Leeds
Communicate effectively and build/maintain relationships at all levels with internal and external customers. Logical - Works in a clear and consistent manner.
1d

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Subject Matter Expert – Technical Support

YouFibre -
Town

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Job details

Permanent | Full-time
1 hour 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 jobs in horsforth, wyk

Subject Matter Expert – Technical Support

IT Service Desk Technician

Service Desk Manager - Enterprise Markets

Maximo Operations Technician - UK & EMEA

IT Support Engineer - North Region (6 month FTC Based York area)

IT Support Coordinator

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