Back to jobs

Customer Support Engineer

Overview

Description

We’re currently seeking additional Customer Support Engineers with a background or interest in VoIP or Mobile telephony. Responsible for providing technical support, administration and user education for all Partners and Customers of Natterbox, the position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.

To apply for this role directly, please complete this online application form (no agencies)

Job Title

Customer Support Engineer

Reports To

Support Manager

Location Based

Croydon, Surrey

Objectives

Provide technical support, administration and user education for all Partners and Customers of Natterbox. The position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.

Responsibilities
  • Working as part of a team on the Support desk providing up to 3rd level email and telephone support

  • Diagnosing and allocating all service desk requests in accordance with Service Level Agreements (SLAs)

  • Troubleshooting Hosted PBX, Mobile, and third party network issues remotely

  • Responding to customers in a timely basis, keeping them informed of status of their case

  • Identifying bugs / supplier issues and escalating cases as required:-

  •  Proactively identifying issues before customer become aware

  •  Duplicating bugs in a test environment

  •  Providing full detail with written documentation when escalating issues

  •  Working closely with QA and Development teams to help resolve service issues

  • Active participation and contribution towards:-

  •  Customer documentation

  •  Product enhancement

  •  Team review meetings

  • Perform remote customer training via webinars

  • Be ‘On call’ on a regular basis to support the company’s 24 / 7 support rota, and demonstrate flexibility with daily work patterns

Qualifications

Essential Experience
  • Educated to minimum A level (or equivalent). A further education qualification is preferred. A degree is a distinct advantage.

  • At least 1 years experience in Customer Service

Desirable Experience
  • Experience of technical support

  • A good understanding of internet based technologies from a “hobby” perspective

Essential Skills
  • Good with IT / Software

  • Ability to troubleshoot problems

  • Clear communicator with good people skills

  • Verbally articulate

  • Good written English

Desirable Skills
  • Working knowledge VoIP including SIP and RTP protocols

  • Knowledge of cloud based CRM systems (i.e. Salesforce, Workbooks or Microsoft Dynamics)

  • Knowledge of standard PSTN and Mobile telephony networks

  • Understanding of networking such as Firewalls, basic router configuration and NAT

Personal

Essential Attributes
  • Self starter able to make progress with minimal supervision

  • Possess good interpersonal, written, oral and analytical skills

  • Ability to work within a team environment with good communication skills and a good sense of humour

  • Mindful of attention to detail

  • Able to prioritise and work within tight time scales in order to meet SLAs

  • Can accept and act upon constructive criticism

  • Capable of juggling multiple tasks of varying priorities

Desirable Attributes
  • Able to work under pressure

  • Sense of urgency along with a sense of ‘problem ownership’ to see all issues through to successful resolution

Essential Circumstances
  • Due to the nature of the company’s products and services, the jobholder must on occasion, be willing and available to work extra hours if the needs of the company require it

  • There may be in addition requirements to work away from the Natterbox office and be based at customer premises

  • Present an acceptable appearance at all times

  • Live within commuting distance of Croydon, Surrey

Desirable Circumstances
  • This role may involve access to confidential customer and financial information, and as such requires the successful candidate to undertake basic background and reference checks.

  • Natterbox is an equal opportunities employers

Salary

Salary Details
  • £16 - £25k depending on experience