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We are working with a VOIP telephone provider who is expanding their team and are looking for a Helpdesk / Client Services Executive to join them.
About the Company:
A small, friendly company with growth plans throughout 2022, they provide dedicated VOIP solutions to their clients. Passionate about delivering top-quality service and eager to be instrumental in the growth of a VoIP telecoms business, you will become a key member in delivering their services.
As we enter an exciting new phase, we are seeking an exceptional candidate who wants to support our development and join us in further developing our presence in both the education and SME marketplace.
You will need to possess excellent communication skills – both written and verbal, attention to detail, and customer-centric attributes. Capable of working individually or as part of a team.
Flexible home working will be considered.
The main purpose of the role is to manage both on-boarding new client projects and the IT helpdesk. Our plans for 2022 include growing our team, and this role would also have the responsibility of overseeing 1 or 2 more staff.
Within this, Sales Cloud allows us to track accounts, contacts, opportunities, and quotes. Service Cloud provides a comprehensive ticketing solution. For onboarding new clients, we utilize a native add-in within Salesforce called Taskray.
* Management and progression of current VoIP tickets in Service Cloud – dealing with incidents and requests for change
* Creation of Taskray onboarding projects
* Management and progression of onboarding projects
* Delivering end-user technical training, either face-to-face or virtually, over the phone or by e-mail as required
* Development and documentation of onboarding processes
* Development of ticketing processes including escalation
* Production of schedule reports, including weekly reports on tickets (new, cleared, trends, etc.)
Your Experience:
This role would ideally suit someone with VOIP knowledge, either within an IT Support Desk environment or with Service Delivery to clients.
You will need great communication skills, both verbally and written.
Work as part of a small team, but have the ability to prioritize your own workload.
Offer excellent customer service experience to our clients.
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