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- Tasks: Provide top-notch technical support for cloud communication platforms and resolve customer issues.
- Company: Join a fast-growing SaaS analytics company focused on enhancing customer experiences.
- Benefits: Remote work, monthly in-person meet-ups, and opportunities for professional growth.
- Why this job: Make a real impact by helping clients optimise their communication tools.
- Qualifications: Experience in IT support, strong problem-solving skills, and a customer-focused mindset.
- Other info: Dynamic team environment with mentorship opportunities and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote, but requirement to meet up once a month for in-person collaboration day, UK based.
About Akixi: Akixi is a fast-growing SaaS analytics company delivering real-time and historical insights for cloud-based communication platforms, including Microsoft Teams, Cisco BroadWorks, and Webex Calling. Our analytics help businesses enhance customer experience, optimize productivity, and drive performance across voice and collaboration channels.
Job Summary: We are seeking a skilled, customer-oriented Support Technician to join our growing team at a leading cloud communications company committed to enhancing customer experiences, who has extensive knowledge of MS Teams Tac and related services, such as Azure, EntraID, and O365, to support a series of projects. In this role, you will be responsible for providing technical support to clients and partners, resolving product issues quickly and effectively, and delivering outstanding customer satisfaction. You will play a crucial role in maintaining our reputation for excellence by diagnosing and fixing technical issues, mentoring junior colleagues, and supporting the continuous improvement of our products.
Key Responsibilities:
- Provide 1st and 2nd line technical support for cloud communication platforms, hosted IP telephony systems, and associated applications.
- Diagnose, troubleshoot, and resolve customer issues via phone, email, and ticketing systems within agreed SLAs.
- Collaborate with engineering and product teams to escalate and resolve complex technical issues.
- Mentor junior colleagues, providing guidance, knowledge-sharing, and support to help them develop their technical and customer service skills.
- Document issues, solutions, and technical knowledge in knowledge bases and internal systems.
- Assist in testing, deployment, and maintenance of new software releases and upgrades.
- Proactively identify potential issues before they impact customers.
- Maintain compliance with internal processes, security policies, and industry standards (e.g., ISO 27001, HIPAA).
- Continuously contribute to process improvement, suggesting ways to enhance efficiency and customer satisfaction.
Required Skills & Experience:
- Education to NQF Level 3/4 in a computing-related discipline (e.g., A Level in Computing or ICT, NCC Education Level 3 Diploma in Computing, IT Users Level 3 Certificate/Diploma).
- Strong GCSE results, including Maths, English, and Science.
- Minimum of 3 years’ commercial experience in an IT and/or application support environment.
- Solid understanding of hosted IP telephony.
- Proficiency with MS Office 365/Admin, Microsoft Windows 11, MacOS.
- Proficiency with Azure, Teams/Teams TAC/Telephony Services, PowerShell.
- Excellent critical thinking skills and strong attention to detail.
- Practical communication skills, both written and verbal.
- Ability to work effectively both independently and as part of a team.
- Customer-focused mindset with a commitment to providing a high-quality experience.
Desirable Skills & Experience:
- Degree in Computer Science or related discipline.
- Familiar with ML principles, LLMs and applied AI.
- Interest in internet applications, IP networking & network diagnostics (DNS, Ping, NSLOOKUP).
- Knowledge of general telephony (e.g., hunt groups, call queueing, ACD distribution, agent-working).
- Knowledge of virtual machines and cloud-based infrastructure.
- Experience with collaboration and communication tools such as Cisco Webex and Microsoft Services (inc. Teams).
- ITIL certification or experience with ITIL practices.
- Familiarity with Freshdesk or other ticketing systems.
- Experience with Atlassian tools (Jira & Confluence).
- Understanding of compliance standards such as ISO 27001 & HIPAA.
- CRM understanding.
Soft Skills & Behaviours:
- Proactive and eager to learn from senior team members.
- Strong communicator, able to explain technical issues clearly to both technical and non-technical audiences.
- Collaborative team player comfortable in agile environments (Scrum/Kanban).
- Highly organised, able to prioritise effectively in a fast-paced support environment.
- Positive, customer-first attitude with resilience under pressure.
Support Technician in Wolverhampton employer: Akixi
Contact Detail:
Akixi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Technician in Wolverhampton
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a mate to throw some common questions your way, especially around technical support scenarios. The more you rehearse, the more confident you'll feel when it counts.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled tricky tech issues in the past. This will highlight your experience and customer-focused mindset.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Support Technician in Wolverhampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your knowledge of MS Teams, Azure, and any relevant support experience to show us you're the right fit!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer support and how your background aligns with our mission at Akixi. Share specific examples of how you've resolved technical issues in the past.
Show Off Your Communication Skills: Since this role involves a lot of interaction with clients, make sure your written application showcases your ability to communicate clearly and effectively. We want to see that you can explain complex tech stuff in simple terms!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Akixi
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of MS Teams, Azure, and O365. Be ready to discuss how you've used these tools in past roles, as well as any troubleshooting experiences. This will show that you're not just familiar with the tech but can also handle real-world issues.
✨Show Off Your Customer Service Skills
Since this role is all about enhancing customer experience, prepare examples of how you've provided excellent support in previous jobs. Think about specific situations where you resolved issues quickly or went above and beyond for a customer.
✨Be Ready to Collaborate
As you'll be working closely with engineering and product teams, think of examples that demonstrate your ability to work in a team. Highlight any experiences where you’ve collaborated on projects or mentored junior colleagues, as this will showcase your teamwork skills.
✨Prepare Questions About the Company
Research Akixi and come prepared with questions about their products and future projects. This shows your genuine interest in the company and helps you understand how you can contribute to their goals, especially in terms of process improvement and customer satisfaction.