Cloud Services Specialist

Job Description

Cloud Services SpecialistSunderland + Some travel required Salary: £30,000Join a passionate and dynamic team as a Cloud Services Specialist / Engineer in Sunderland. Immerse yourself in a vibrant and friendly work culture, where you will play a crucial role in deploying and supporting UC solutions with the Corporate Support Team.Benefits:• Competitive Salary + Commission• 25 days holiday plus Bank Holidays• Mon-Fri 9-5 working hours• Workplace Pension Scheme• Health Shield Healthcare scheme covering Dental and Optical• Volunteering days – up to 3 days per annum to give back to the local community• Regular social events• Free onsite Parking• Dress-down FridaysMain Purpose of the Role:As a Cloud Services Specialist, you will be responsible for deploying and supporting UC solutions to the highest standard. Join our support team and contribute to a unique, fun culture within a friendly environment. Your role will involve completing installationsand upgrade projects for our customers, as well as providing ongoing support for Unified Communications customers. You will advise customers on complex queries and remotely diagnose escalated faults through to resolution.Responsibilities:• Complete installation of UC systems and associated applications• Ongoing support of UC solutions• Undertake surveys and audits• Provide telephone support and remote diagnostics to customers• Use supplier portals to raise and escalate customer support queries through to completion• Maintain and update all relevant installation and maintenance documentation and service support tickets• Participate in an out-of-hours rota when required• Proactively coordinate orders of Fixed and Cloud Products, ensuring timely delivery within target connection dates.• Take ownership of and manage multiple orders at different stages of provisioning, handling various levels of complexity.• Champion excellent customer service in the delivery of orders, striving to meet and exceed customer expectations.• Liaise with customers to arrange access to sites at various points required for delivery, aligning with their readiness for installation during fit-out.• Manage events and communication during order delays or install failures, proactively ensuring transparent and efficient problem resolution.• Manage customer escalations professionally and efficiently to address any issues or concerns they may have.• Collaborate with other departments such as Sales, Solutions, and Engineers to ensure the right solutions are delivered to customers.• Maintain accurate and up-to-date records in all relevant systems for each action and customer contact point.• Engage with key suppliers to ensure successful and timely delivery of dependent components.• Identify areas of improvement in products, processes, and systems and take proactive steps to implement enhancements.• Capture additional charges that need to be billed to the customer accurately and in a timely manner.Compliance:• Comply with all requirements as directed by regulatory bodies and key stakeholders• Be responsible for adequately protecting company, customer, personal, and employee information• Comply with safe working practices under the Health & Safety at Work Act 1974 and other relevant legislation• Undertake any other reasonable duties as required under the direction of the businessSkills and Experience Required:• Experience in coordinating multiple orders through various stages of the delivery cycle.• Highly effective communicator with strong interpersonal skills, capable of interacting with customers and internal/external stakeholders.• Demonstrated ability to build and maintain excellent relationships with all parties involved in the provisioning process.• Problem-solving skills with a calm and pragmatic approach to resolving complex issues.Sound like something for you Apply now and well be in touch!