Operations Executive / Customer Support - Cloud Telco Mobile App

Job Description

We are seeking a permanent, full time Operations Executive to join our Service Delivery Team in an innovative and expanding company delivering Hosted Voice to business customers using our own converged fixed IP and mobile network.Our revolutionary communications platform turns mobile phones into the most advanced office telephone system on the planet! Our challenger product has caught the wave of the post-pandemic anywhere office. And its set to be very, very big, so thisis a fantastic opportunity to join at the start of our scale up phase.We encourage you to apply for this role even if you dont meet 100% of the bullet points.Role Info:Operations Executive / Customer Support - Service DeliveryHybrid - Home Based / London, HQ (Moving to Kings Cross 2022) / 1-2 days a week£CompetitivePlus, Excellent Perks & BenefitsWorking Hours: 09:00 - 18:00Skill Level: at least 3 years experience in a similar role and industryCulture: Small and dynamic where unorthodox ideas meet intelligent debate and growth mindsets make anything possible through proactive problem solving.Product: Cloud Telecommunications - We are the everywhere phone system for the everywhere office on a mission to empower business mobility.Interview Process: Initial chat through your experience(s) with our Operations Director online via zoom, followed by in person/zoom meeting with other team members.The Operations Executive Role:The operations team is the primary focus for customer issues, moves, changes and fulfilment of new requirements. Their key objective is to ensure that we deliver an excellent level of service to our customers. The main activity is to respond to telephoneand email-based support issues, help resolve incidents, effectively escalate, manage and complete tasks quickly and with precision to agreed customer SLAs. There is an element of customer account support with billing enquiries with pre and post-sales supportand onboarding.We have also launched our in-house developed mobile app that allows customers to access the PBX functions on the move. This position will play a key role in the on-going management and future growth of customer relations for our Managed Business Class Voiceservice including hosted PBX and cutting-edge mobile applications.Your day-to-day includes:+ Providing on-going remote support to customers+ Onboarding new customers to our service+ Number porting management+ Making configuration changes to a set up as required+ Logging and Managing network faults+ Ordering additional equipment/connectivity+ Answering Billing queries+ Keeping customer records up to date+ Maintaining customer relationshipsYoull be ideal for us if you have:+ 2+ years in a support role, preferably in the telecommunications industry, ideally hosted PBX based services - building and supporting features such as auto-attendant; ring and hunt groups, ACD, call recording, Voice Mail, DDIs and trunks.+ Strong ability to engage with our telephony engineers and in-house IT development teams to resolve issues and develop new customer features+ Good understanding of common telecommunication industry standards, methods and procedures+ Experience in working with wholesale Service Providers and equipment vendors and driving them to deliver to meet our customers requirementOther Useful skills would be:+ Experience of mobile devices and apps+ Appreciation of Mobile services and networks+ Sales Support+ Successful track record related to either local or hosted PBX solutions+ Knowledge of IP telephone and PBX configurations, telecom features, e.g., Hunt Groups, Trunk groups, ACD etc.+ Understanding and experience of the fixed and mobile number porting processes+ Good working knowledge of Hosted PBX products along with Unified communications, call recording, voicemail to email conversion, call blocking, Auto attendant capabilities, scripts and menus.+ Ability to coach other team members to explain technical concepts in simple and understandable terms to enable successful skill and knowledge transfer+ Proficient in MS Office Products and also CRM systems like Microsoft DynamicsWhats in it for youOur engineering team DNA includes telecoms, media and even astrophysics with notable achievements (and patented) success in video-streaming, cloud-based communications and financial services software. We are a blend of grounded technology enthusiasts guidedby commercially proven entrepreneurs who have successfully navigated both start-up and corporate worlds.Work with a team supporting a cloud telephony product that is coming into its own in our post pandemic world. Were also better for the planet, reducing the need for unnecessary fixed and mobile hardware, saving precious natural resources and conservingenergy.Sounds like a good fit Apply here for a fast-track path to the Hiring ManagerYour Experience / Background / Previous Roles May Include:Operations Executive, Operations Coordinator, Customer Support, Sales Support, IT Support, Telecommunications, Onboarding, Tech Support, App Support, Customer SuccessApplication notice We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data isprocessed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.