Customer Support Engineer

Who we are Natterbox is revolutionising the way the world works by delivering business telephony via the cloud and our growing customer base would agree! Almost 600 organisations worldwide rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency, competitive advantage, and organisational success. As the initial point of contact for Natterbox Support, you'll play a crucial role in ensuring timely and effective resolutions for our customers. You'll provide technical support, administration, and user education to both our partners and end-users. This role requires strong multitasking, problem-solving, and communication skills to deliver clear and timely feedback. If you're a motivated individual eager to expand your technical expertise and enjoy customer interaction, this is the perfect opportunity to grow your career and contribute to our customer success. What you'll do?

• Provide exceptional customer support through various channels (Phone, Live Chat, Email, CRM).
• Efficiently resolve customer issues, adhering to strict SLAs.
• Keep customers informed about case status and resolution progress.
• Maintain accurate and up-to-date customer records in CRM.
• Troubleshoot complex technical problems related to Hosted PBX, Mobile, and third-party networks.
• Enhance the knowledge base with informative articles to empower customers.

Requirements Essential Skills:

• Customer Support Experience: Minimum of 1 year in a customer-facing helpdesk role.
• Technical Proficiency: Basic IT knowledge, including networking fundamentals (routers, Wi-Fi).
• Problem-Solving Skills: Strong analytical and logical thinking, with a passion for troubleshooting.
• Communication Skills: Excellent written and verbal communication abilities, with a friendly and approachable demeanor.
• Organisational Skills: Ability to multitask, prioritize tasks, and work efficiently under pressure.
• CRM Proficiency: Experience working with CRM systems to manage customer interactions.

Desired Skills

• Cloud and Telecoms Experience: Knowledge of cloud technologies and telecoms services.
• VoIP Expertise: Understanding of VoIP protocols (SIP, RTP, WebRTC) and PSTN/mobile networks.
• Networking Knowledge: Familiarity with networking concepts, including firewalls, DHCP, NAT, and DNS.

Key Attributes

• Self-Motivation: Proactive and results-oriented, able to work independently.
• Technical Curiosity: Keen interest in emerging technologies and a desire to learn.
• Customer Focus: Strong interpersonal skills and a passion for customer satisfaction.
• Adaptability: Flexibility to adjust to changing priorities and work patterns.
• Detail-Oriented: Meticulous approach to tasks and strong attention to detail.
• Can-Do Attitude: Positive and enthusiastic, willing to take on new challenges.

Preferred Attributes

• Technical Expertise: Knowledge of communications and IP technologies.
• Problem-Solving Skills: Pragmatic approach to problem-solving.

BenefitsWhat we offer you - alongside a competitive salary, we offer a great range of benefits

• 25 days holiday to 30 days (excluding public holidays)
• Private health insurance - after probation
• PerkBox giving a range of personalised benefits
• Enhanced parental pay
• Pension
• Cycle to work

Should you require any additional support with your application or need us to make any adjustments for you, please contact our People team HR@natterbox.com