Customer Service Specialist – IT & Technical Support

 FULL JOB DESCRIPTION

Employer:TEK SHOP

Position:Customer Service Specialist – IT & Technical Support

 Salary:£28,000.00-£35,000.00 per year 

Job Type:Permanent | Full Time | part time 

Work location:NG8, Nottingham — on-site 

We’re looking for a confident, technically capable and customer-focused individual to join our team, supporting customers who purchase refurbished laptops, desktops and other IT equipment from our online stores.

This role combines customer service with practical IT support. As a main point of contact for our customers, you’ll handle everyday enquiries and help diagnose and resolve technical problems. Strong knowledge of Windows devices, Chrome OS and computer hardware is essential.

You’ll help customers get the most from their purchases by providing clear advice, troubleshooting problems and resolving issues efficiently. Wherever possible, you’ll help customers fix technical issues without needing to return their equipment.

What you’ll do

• Respond to customer enquiries by phone, email and online marketplace messaging platforms.
• Handle order updates, cancellations, invoice requests and general product questions.
• Provide technical support for laptops, desktops, Windows and Chrome OS devices.
• Diagnose reported faults and guide customers through practical solutions.
• Use TeamViewer or similar remote desktop software to troubleshoot problems directly on customers’ devices when required.
• Explain technical issues and instructions in clear, straightforward language.
• Work with our technical and warehouse teams when an issue needs further investigation.
• Keep accurate records of customer communications, troubleshooting steps and outcomes.
• Take ownership of customer issues and follow them through to resolution.
• Maintain high levels of customer satisfaction through calm, professional and helpful communication.

Most customer contact takes place remotely. Occasional face-to-face interaction may be required when customers collect purchases from our premises.

About you

You enjoy solving technical problems and helping people. You’re comfortable supporting customers with different levels of IT knowledge and can remain patient and focused when someone is frustrated or unsure.

You’ll also be:

• Confident working independently and using your technical judgement.
• Organised, with good attention to detail and clear record-keeping.
• Willing to work closely with colleagues and ask for support when needed.
• Committed to finding fair, practical solutions that support customer satisfaction and reduce avoidable returns.

Essential requirements

• Strong practical IT knowledge, particularly of Windows and Chrome OS.
• Up-to-date knowledge of computer hardware.
• Previous customer service experience.
• Confidence diagnosing and resolving common technical issues.
• The ability to explain technical solutions to non-technical customers.
• Excellent written and verbal communication skills.
• The ability to commute daily to our premises in NG8, Nottingham.
• Availability to work 40 hours per week, Monday to Friday.

Desirable experience

• A background in first-line IT support, technical support, helpdesk support or a similar role.
• Experience using TeamViewer or other remote desktop software.
• Familiarity with online marketplaces and e-commerce platforms such as eBay, Amazon, OnBuy, Mirakl or Magento.

Benefits:

• Casual dress
• Discounted or free food
• Employee discount

Ability to commute/relocate:

• Wollaton West NG8 4GY: reliably commute or plan to relocate before starting work (required)

Work Location: In person

APPLY ON THE COMPANY WEBSITE