Company intro:
Microbyte Solutions Ltd is a leading Managed IT Services Provider offering proactive and fully-managed technology support to small and medium-sized businesses across the UK, USA, Dubai and beyond. With over 20 years' experience in delivering 24/7 IT support, cloud solutions, cybersecurity services and strategic IT consultancy, we help organisations stay secure, efficient and future-focused. As a Microsoft Gold Partner and Direct Cloud Solution Provider, we specialise in Microsoft Azure, Microsoft 365 and advanced VoIP solutions, backed by a dedicated helpdesk and expert Virtual IT Directors who ensure seamless IT performance and long-term growth. Our mission is to remove reactive IT problems so our clients can focus on their core business with confidence.
Job Position Description:
Human Centred Onboarding (HCO) & Primary Point of Contact
* Lead the Human Centred Onboarding (HCO) process, acting as the main point of contact for new customer employees.
* Conduct onboarding calls and provide each new client with a dedicated support email for any queries or concerns.
* Ensure issues are directed to the appropriate teams, keeping progress moving without needing to resolve every technical matter personally.
* Maintain full oversight of the HCO schedule to ensure no onboarding milestones are missed.
Customer Care for Mini-Dev Deliveries
* Keep clients informed on delivery timelines, delays and logistics using the delivery portal and supplier systems.
* Request further details from clients when clarification is required regarding their setup.
* Coordinate HCO scheduling alongside hardware delivery planning, including arrangements for residential head office or remote office delivery.
* Ensure accuracy around start dates, timelines, and delivery coordination to meet agreed targets.
Backlog Management & Service Improvement
* Carry out routine checks to identify bottlenecks or potential service delays.
* Address negative feedback swiftly, providing excellent customer care to understand issues and restore confidence.
* Collaborate with engineers to help prioritise tasks when high volumes appear on the routine checks.
Sales Support & Marketing Coordination
* Maintain momentum with prospects after initial engagement, supporting the process from lead to conversion.
* Assist with lead qualification, customer follow-up, and scheduling of Teams meetings for potential clients.
* Share marketing material with both new prospects and existing clients.
* Help standardise initial contact methods. Emails, calls, and marketing touchpoints; to ensure a consistent and efficient communication approach.
Location:
Microbyte Solutions Ltd Head Office is located in Peterborough, close to the A1 with easy access to the rest of the country, 1 hour north of London by train.