Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 4,000 organisations in a wide range of sectors – including financial, health and education, travel and accommodation, and public services – by sourcing deploying and supporting locally the absolute best cloud solutions.

You'll be working with a worldwide team, providing support services on telecoms systems. This will take the form of phone calls, video calls and emails - monitoring systems, administering systems and generally making our customers' lives easier. Spoken and written English must be excellent.

Work Days: Monday to Friday

Working Hours: 9am - 6pm (UK Time)

Break: 1hour lunch

The Purpose of your role

To receive, process and resolve customer service-related change requests and problems, ensuring high levels of customer satisfaction.

Key Responsibilities

· To receive and record telecoms related customer service requests and complaints.

· Escalate cases requiring higher level intervention or of a critical nature.

· Undertake evaluation, investigation and resolution actions relative to each case and in line with the appropriate SLA.

· Deliver customer effective and timely communications ensuring awareness and satisfaction.

· Liaise with Vendors and third parties as appropriate in order to achieve resolution.

· Use and deploy Service Delivery model tools and techniques to deliver high levels of customer satisfaction.

What good looks like for this role

· Confident and assertive

· An excellent communicator

· Insightful

· Commercially astute – you can prioritise both short- and long-term actions against an accurate assessment of organisational impact.

· Excellent business skills, it goes without saying you need to be an Excel expert but in-depth knowledge of VOIP systems would also be viewed favourably.

· Experience of working

Requirements for the role

· Experience in a telecoms technical service delivery role is essential

· Good communication skills are essential.

· Ability to manage accounts and service traffic is essential.

· Strong analytical skills and good IT comprehension.

· Effective in handling conflict and dealing with issues.

· Knowledge of Unified Communications, VOIP products, Internet Services & WLR Portals

· 3cx knowledge is beneficial but not necessary

Why would you work at Babble?

· Competitive salary

· Great benefits

· 23 days annual leave plus bank holidays

What you need to know

• You will require a reliable home working space, with power backup if required, a PC/Laptop and sufficient internet connection for video calls.
• Training on our products and internal processes will be provided.

The recruitment journey

We want to fill this role quickly, but we want to get the right person for the role. The recruitment process will consist of a questionnaire and introductory video. If you proceed past this, then you will have a stage 1 teams interview with the Team Leader and possibly a second interview with the Comms Support Manager and/or one other member of the Comms Leadership Team

Job Types: Permanent, Full-time

Experience:

• IT Telecoms Support: 1 year (Required)