Job Description
Our Technical Support Agents are responsible for providing technical support with a customer-centric focus.
As a Technical Support Engineer at Gradwell, you will be the primary point of contact for our customers, providing expert technical support with a focus on VoIP, 3CX, Connectivity, and Mobile support. You will troubleshoot issues, ensure high levels of customer satisfaction, and maintain the quality of our services.
We seek a Technical Support Engineer who has a willingness to learn and a proactive attitude. You should have a passion for delivering excellent customer service and a strong problem-solving mindset. You will need to investigate, troubleshoot, escalate, and resolve issues efficiently and professionally.
Key Responsibilities
· Provide technical support for VoIP, 3CX, connectivity, and mobile services via phone and email.
· Diagnose and resolve VoIP-related issues, including call quality, connectivity, and configuration problems.
· Troubleshoot network connectivity issues, including broadband and leased line connections.
· Log and track incidents and service requests within Salesforce.
· Coordinate support issues between customers and third-party vendors.
· Drive ticket resolution within predefined service level agreements.
· Escalate complex issues to higher-level support teams when necessary.
· Follow up with customers to ensure issues are fully resolved and document resolutions.
· Contribute to the creation and maintenance of support documentation and knowledge base articles.
Core Skills
· Experience working in a client-facing service desk environment
· Analysing Information and excellent troubleshooting skills
· Excellent organisational and time management skills.
· Knowledge of Cloud Telephony and Networking infrastructure
· Experience in trouble shooting and configuring Networking and Voice related technologies.
Requirements
· Previous work experience as a Technical Support Engineer. Preferably in a VOIP telecoms environment.
· Knowledge of 3CX systems is an advantage but not essential
· Knowledge of connectivity products such as ADSL, FTTC, FTTP & SOGEA is essential.
· Ability to support multiple user types from non-technical users to IT professionals.
· Customer-service oriented with a problem-solving attitude
· Excellent written and verbal communications skills
Role Competencies
· Professionalism – Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position
· Teamwork – Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed.
· Problem solving – Identifies and resolves problems in a timely manner, gathering and analysing information skilfully. Develops alternative solutions and escalates as appropriate.
· Technical skills – Commits to being knowledgeable and up to date within relevant technologies. Strives continuously to build knowledge and skills within ICT, especially within the business’ core areas. Shares expertise and knowledge with others
· Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.
Core Competencies
Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.
· Engaging – Working with diverse Engineering teams and getting the best from them
· Disciplined – To meet tight timelines and drive the teams to success.
· Down to Earth – Gradwell people are straight forward and grounded.
· Friendly – Gradwell people like to make the workplace a fun and relaxed place to be.
· Helpful – Gradwell people will always look for ways to help each other and their customers.
· Persistent – Gradwell people can be relied upon to get the job done – whatever it takes.
Values
\t· Personal - Kind, Human, Caring
\t· Pioneering - Expert, Masterful, Skilled
\t· Proactive - Driven, Energetic, Agile
In return we offer:
· A generous basic salary (based on experience and qualifications) £25-£27k
· Great funded training opportunities
· Progression opportunities as part of a fast growing, successful company
· Opportunities for flexible hours/ hybrid working
· Life Cover of 4x Salary
· Company Pension Scheme
· 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying.
· Paid sick pay of 20 days a year
· Subsidised Bupa dental cover (after probation)
· Subsidised gym membership (after probation)
· Cycle to Work Scheme (after probation)
· Free Broadband Service (after probation)
· Charity day
· Employee Assistance Programme and Access to Smart Health
· Long Service Awards
· Employee Mortgagee Services
· Employee Will writing Services
· Enhanced Paternity, Maternity, Adoption and Surrogacy Pay
This list is not exhaustive, will change in response to business demands and may include other tasks as may reasonably be required by the Directors