Customer Support
2 days ago
**Salary - £20k - £30K**
**Customer Support**
Blackburn, Lancashire
As an Enghouse Networks company, CTI Group is a global provider of innovative carrier-grade software solutions and services which empower organizations to gain strategic competitive advantage within the Telecommunication industry.
The role is for our InCharge product, which is a Business Portal for SME and Enterprise customers empowering the users to have a 360 view of their account with self service capabilities, for a truly Digital Transformation offering for our customers.
This position is for Customer Support / Customer Service, within our Operations department, reporting to the Service Delivery Manager. When not performing technical/customer support duties you will have the opportunity to handle data processing uploads/queries and look to increase your technical/customer service capabilities over time.
**Key responsibilities**:
- Accurately log tickets, updates and resolution notes in the Service Management Tool(s) and provide technical assistance.
- Meet and exceed data processing targets and ensure all data is uploaded onto the platforms accurately, as per the billing schedules and agreed SLAs.
- Provide a professional customer service experience ensuring that any expectations are set and met appropriately.
- Accurate completion, reporting and escalation of support cases. To ‘own’ incidents and ensure the customer is regularly kept informed, by liaising with other internal teams until completion.
- Carry out thorough/analytical investigations for support queries and to troubleshoot any data issues.
- Accurate completion of Monthly Customer reports.
- Build key personal relationships with other areas of the business as well as our partners to ensure we provide the best levels of customer service and satisfaction at all times.
- Perform in a team where a number of players contribute to problem resolution across various platforms. In particular, a degree of flexibility will be required in order to deliver team goals and objectives.
**Required Knowledge, Skills & Experience**:
- Strong PC literacy and analytical skills, with an excellent working knowledge of Windows and MS Office (Excel, Word)
- Experience in technical support/similar customer services role and a strong customer service focus
- Have strong troubleshooting and operational knowledge of SAAS.
- Confidence to use own initiative when dealing with customer support tickets and ability to troubleshoot software issues.
- Ability to prioritise in a busy environment by identifying the urgency and priorities of a variety of tasks.
- Excellent verbal and written communication skills.
- Good interpersonal skills and the ability to develop relationships with peers and key customer contacts.
About Enghouse Networks
- Established in 1984, Enghouse Networks, a subsidiary of Enghouse Systems Limited (TSX:ENGH) has grown into one of the world’s most reliable telecommunications technology and solutions provider._
- Our commitment is to successfully deliver solutions that can enable digital transformation, ultimately building a connected global community._
- From edge to cloud, we support service providers to plan, design, engineer, monitor, protect and simplify network complexity in a vendor-agnostic NFV and SDN ecosystem._
- Our portfolio of solutions can enable services and revenue from 5G, IoT, AI and Cloud TV technologies._
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