Technical Support Professional

1 week ago


Croydon, Greater London, United Kingdom Natterbox Limited Full time
Natterbox Limited Job Description
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
  1. Handle all inbound customer queries from telephone, Chat, and the CRM system.
  2. Manage calls in accordance with SLA's and appropriate first call resolution or escalation paths.
  3. Respond to and update customers promptly, keeping them informed of the status of their case.
  4. Maintain accurate customer details and interactions within CRM.
  5. Troubleshoot Hosted PBX, Mobile, and third-party network issues remotely.
  6. Contribute to Knowledge Base articles.

Required Skills and Qualifications
  1. A minimum of 1 year's experience in a Customer-facing helpdesk role.
  2. Proficiency with IT systems.
  3. Familiarity with networking concepts (Routers, Wi-Fi, etc.).
  4. Analytical and logical thinking.
  5. Excellent interpersonal, written, and oral communication skills.
  6. Able to work effectively within a team environment.
  7. Ability to multitask, prioritise, and work under pressure.
  8. Experience working in a CRM environment.
  9. Familiarity with cloud technologies or telecoms.
  10. Knowledge of VoIP protocols (SIP, RTP, WEBRTC).
  11. 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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