Technical Support Professional
2 weeks ago
As a Customer Support Engineer, you will play a crucial role in ensuring customers receive timely responses and resolutions to their issues. This position is perfect for a motivated individual looking to build on existing experience and provide technical support, administration, and user education to Partners and Customers of Natterbox.
Key Responsibilities
- Handle all inbound customer queries from telephone, Chat, and the CRM system.
- Manage calls in accordance with SLA's and appropriate first call resolution or escalation paths.
- Respond to and update customers promptly, keeping them informed of the status of their case.
- Maintain accurate customer details and interactions within CRM.
- Troubleshoot Hosted PBX, Mobile, and third-party network issues remotely.
- Contribute to Knowledge Base articles.
Required Skills and Qualifications
- A minimum of 1 year's experience in a Customer-facing helpdesk role.
- Proficiency with IT systems.
- Familiarity with networking concepts (Routers, Wi-Fi, etc.).
- Analytical and logical thinking.
- Excellent interpersonal, written, and oral communication skills.
- Able to work effectively within a team environment.
- Ability to multitask, prioritise, and work under pressure.
- Experience working in a CRM environment.
- Familiarity with cloud technologies or telecoms.
- Knowledge of VoIP protocols (SIP, RTP, WEBRTC).
- Familiarity with standard PSTN and Mobile telephony networks.
Benefits
- An annual leave entitlement of 25 days, increasing to 30 after 2 years (exclusive of bank holidays).
- A £50 monthly allowance for home-working expenses.
- Perkbox: Access to exclusive employee discounts.
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