Customer Support Engineer
Customer Support Engineer
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Job Description
Who we are
Natterbox is revolutionising the way the world works by delivering business telephony via the cloud and our growing customer base would agree! Almost 600 organisations worldwide rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency competitive advantage and organisational success.
As the initial point of contact for Natterbox Support youll play a crucial role in ensuring timely and effective resolutions for our customers. Youll provide technical support administration and user education to both our partners and endusers. This role requires strong multitasking problemsolving and communication skills to deliver clear and timely feedback.
If youre a motivated individual eager to expand your technical expertise and enjoy customer interaction this is the perfect opportunity to grow your career and contribute to our customer success.
What youll do
- Provide exceptional customer support through various channels (Phone Live Chat Email CRM).
- Efficiently resolve customer issues adhering to strict SLAs.
- Keep customers informed about case status and resolution progress.
- Maintain accurate and uptodate customer records in CRM.
- Troubleshoot complex technical problems related to Hosted PBX Mobile and thirdparty networks.
- Enhance the knowledge base with informative articles to empower customers.
Requirements
Essential Skills:
- Customer Support Experience: Minimum of 1 year in a customerfacing helpdesk role.
- Technical Proficiency: Basic IT knowledge including networking fundamentals (routers WiFi).
- ProblemSolving Skills: Strong analytical and logical thinking with a passion for troubleshooting.
- Communication Skills: Excellent written and verbal communication abilities with a friendly and approachable demeanor.
- Organisational Skills: Ability to multitask prioritize tasks and work efficiently under pressure.
- CRM Proficiency: Experience working with CRM systems to manage customer interactions.
Desired Skills:
- Cloud and Telecoms Experience: Knowledge of cloud technologies and telecoms services.
- VoIP Expertise: Understanding of VoIP protocols (SIP RTP WebRTC) and PSTN/mobile networks.
- Networking Knowledge: Familiarity with networking concepts including firewalls DHCP NAT and DNS.
Key Attributes:
- SelfMotivation: Proactive and resultsoriented able to work independently.
- Technical Curiosity: Keen interest in emerging technologies and a desire to learn.
- Customer Focus: Strong interpersonal skills and a passion for customer satisfaction.
- Adaptability: Flexibility to adjust to changing priorities and work patterns.
- DetailOriented: Meticulous approach to tasks and strong attention to detail.
- CanDo Attitude: Positive and enthusiastic willing to take on new challenges.
Preferred Attributes:
- Technical Expertise: Knowledge of communications and IP technologies.
- ProblemSolving Skills: Pragmatic approach to problemsolving.
Benefits
What we offer you
alongside a competitive salary we offer a great range of benefits
- 25 days holiday to 30 days (excluding public holidays)
- Private health insurance after probation
- PerkBox giving a range of personalised benefits
- Enhanced parental pay
- Pension
- Cycle to work
Should you require any additional support with your application or need us to make any adjustments for you please contact our People team
Employment Type
Full-Time
