SUMMARY:
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POSITION INFO:
Summary and purpose of the Job:
The role of a Voice (VoIP) Engineer is key to the success of our business as this could be the first time that our customers have had contact with us when an issue occurs. You will be accountable for working in a dynamic team whose sole purpose is to provide technical solutions to our customers. You will be working in busy environment answering telephone calls and attending to support tickets of varying complexity and requirements. The key to your success is building strong internal relationships across the Group to increase your problem-solving skills. We are seeking an ambitious and customer centric individual to join our Voice Support Team. The successful candidate will need to be self-motivated and be able to work independently and as part of a wider team.
Each day will bring different challenges from resetting passwords, resolving system outages proactively and reactively through to new system implementations.
You will have experience of a customer facing support role and have experience to be able to resolve customer issues. You will need to be able to demonstrate an excellent customer service approach and ideally have experience of working with customers preferably from a Technical support background. You will also be required to have great IT system skills and a good understanding of VoIP.
Responsibilities (but not limited to):
The extent of your duties will include but are not limited to:
- Answering incoming calls and electronic tickets raised by colleagues to resolve customer issues.
- Providing technical support via the telephone, tickets and email.
- Taking ownership of customer issues to resolution.
- Managing requests via our in-house ticketing system.
- Diagnose and troubleshoot technical issues, in accordance with job role performed.
- Research and identify solutions to software and hardware issues.
- Prioritise and manage several open tickets at one time, monitoring responses.
- Follow up with clients to ensure their Voice systems are fully functional after troubleshooting.
- From time to time, you may be required to work out of hours in the resolution of issues.
- Depending on knowledge increase you may be required to join the On Call Rota.
The successful candidate will have/be:
- A good understanding of Voice Over IP (VOIP) on platforms such as but not limited to 8x8, Ringcentral, LGIPECs, Gamma etc.
- A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
- An Eagerness to learn and develop and willing to go the extra mile.
- Reliable and approachable.
- Highly motivated, well organised, with the ability to work well within a team as well as independently.
- A customer focus and a strong 'can do’ attitude
- Excellent interpersonal skills with the ability to communicate at all levels.
- Excellent problem solving and troubleshooting skills.
- Ability to explain technical jargon to clients in plain English
- Ability to prioritise and handle multiple assignments at any given time
- Ability to complete complex tasks and projects quickly, react with appropriate urgency to situations that require a quick turnaround
Experience / Skills (preferred):
- An understanding of Networking such as LAN & WAN.
- Experience working in a voice support environment on a service desk.
- Preferable experience in working on a range of telephony solutions including Cloud or Hosted (VoIP) and SIP services.
- Preferable experience of working other Voice telephony products such as NGN and Inbound platforms.
- A basic understanding of the number porting process.
