VoIP Support Engineer
- Recruiter
- Confidential
- Location
- Lancashire
- Salary
- 21000.00 - 24000.00 GBP Annual
- Posted
- 07 Jun 2021
- Closes
- 05 Jul 2021
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Company Description
We are the UK's #1 independent provider of voice, connectivity, mobile, phone system and cloud services.
We help c. 84,000 direct customers - businesses of all sizes and across almost every sector - connect better with their customers, suppliers and teams.
We combine straightforward solutions, including fibre broadband, mobile tariffs and phone systems, with friendly, helpful people to support businesses with their communications needs, now and as they grow. As an independent provider, we work with all of the major telecommunications networks and suppliers, meaning we'll always get the best deal in the market for our customers.
Job Description
Daisy Communications Incident Management Team are looking to provide dedicated support for our VoIP solutions and to deliver an exceptional level of service to these customers.
To provide technical support for customers and Daisy field engineering team with technical issues on all VoIP and Hosted solutions, dealing and assisting with underlying connectivity issues that are a result of the VoIP solutions. The role will also require the ability to fault find on customer networks and assist in other areas of VoIP communications.
Location: Nelson
Salary: GBP21,000 to GBP24,000
Responsibilities
* Provisioning and supporting with new site installs
* Technical Support for both installation engineers, partners and customers
* Technical validation feedback to project teams on new installations and changes in solutions
* Liaising with customers therefore requiring excellent customer communication skills
* Own and resolve underlying connectivity issues via own knowledge and the support of network engineering teams.
* Resolving customer problems both directly from customers and through technical escalation
* Implementing fixes and solutions where appropriate, either via discussing directly with the customer, via email, via remote access or onsite.
* To assist other Technical staff and engineers involved in projects, and to work with management in the assignment of technical tasks where required
* To be able to provide customer training via phone/video call when required
* To be committed to working as part of an effective team
* Assisting Product Team on device/solution testing for product releases
* Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution.
* To deliver against the key business objectives, business service level agreements and individual key performance indicators. .
* To provide a 'right first time' level of service which ensures customer needs and expectations are met.
* To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to specialist sales teams.
Qualifications
* Demonstrate an ability to work within a fast-paced environment showing dedication and ownership
* Previous experience within a telecommunications-based company or role that has worked on VoIP solutions
* Demonstrate an ability to understand, analyse and interpret data
* A 'can do' attitude with a flexible approach to work
* Able to build and maintain good working relationships with internal and external customers
* Ability to work well as an individual and as part of a team
* A high level of professionalism and telephone manner
Additional information
Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort
But working at Daisy is much more than just a fair salary. It's about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.
Our ethos is simple: the more you put in the more you get out.
We have recently achieved a Two Star Accreditation from Best Companies, meaning we have "Outstanding Levels" of Employee Engagement - there has never been a better time to join us!
Here are some of the benefits that we offer???
* 25 days holidays, plus bank holidays, and the option to purchase more!
* Professional development to help you achieve your personal goals
* Eye care vouchers available and discounted Medicash membership
* Access to discounts and savings at more than 1,200 retailers
* An additional day off on your birthday or if you're getting married
* Auto enrolment following probation into a salary pension scheme
* Access to exclusive offers on a range of Daisy products
We are the UK's #1 independent provider of voice, connectivity, mobile, phone system and cloud services.
We help c. 84,000 direct customers - businesses of all sizes and across almost every sector - connect better with their customers, suppliers and teams.
We combine straightforward solutions, including fibre broadband, mobile tariffs and phone systems, with friendly, helpful people to support businesses with their communications needs, now and as they grow. As an independent provider, we work with all of the major telecommunications networks and suppliers, meaning we'll always get the best deal in the market for our customers.
Job Description
Daisy Communications Incident Management Team are looking to provide dedicated support for our VoIP solutions and to deliver an exceptional level of service to these customers.
To provide technical support for customers and Daisy field engineering team with technical issues on all VoIP and Hosted solutions, dealing and assisting with underlying connectivity issues that are a result of the VoIP solutions. The role will also require the ability to fault find on customer networks and assist in other areas of VoIP communications.
Location: Nelson
Salary: GBP21,000 to GBP24,000
Responsibilities
* Provisioning and supporting with new site installs
* Technical Support for both installation engineers, partners and customers
* Technical validation feedback to project teams on new installations and changes in solutions
* Liaising with customers therefore requiring excellent customer communication skills
* Own and resolve underlying connectivity issues via own knowledge and the support of network engineering teams.
* Resolving customer problems both directly from customers and through technical escalation
* Implementing fixes and solutions where appropriate, either via discussing directly with the customer, via email, via remote access or onsite.
* To assist other Technical staff and engineers involved in projects, and to work with management in the assignment of technical tasks where required
* To be able to provide customer training via phone/video call when required
* To be committed to working as part of an effective team
* Assisting Product Team on device/solution testing for product releases
* Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution.
* To deliver against the key business objectives, business service level agreements and individual key performance indicators. .
* To provide a 'right first time' level of service which ensures customer needs and expectations are met.
* To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to specialist sales teams.
Qualifications
* Demonstrate an ability to work within a fast-paced environment showing dedication and ownership
* Previous experience within a telecommunications-based company or role that has worked on VoIP solutions
* Demonstrate an ability to understand, analyse and interpret data
* A 'can do' attitude with a flexible approach to work
* Able to build and maintain good working relationships with internal and external customers
* Ability to work well as an individual and as part of a team
* A high level of professionalism and telephone manner
Additional information
Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort
But working at Daisy is much more than just a fair salary. It's about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.
Our ethos is simple: the more you put in the more you get out.
We have recently achieved a Two Star Accreditation from Best Companies, meaning we have "Outstanding Levels" of Employee Engagement - there has never been a better time to join us!
Here are some of the benefits that we offer???
* 25 days holidays, plus bank holidays, and the option to purchase more!
* Professional development to help you achieve your personal goals
* Eye care vouchers available and discounted Medicash membership
* Access to discounts and savings at more than 1,200 retailers
* An additional day off on your birthday or if you're getting married
* Auto enrolment following probation into a salary pension scheme
* Access to exclusive offers on a range of Daisy products