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- Tasks: Diagnose faults, liaise with suppliers, and assist clients via tickets, emails, and calls.
- Company: ICUK has over 20 years of experience in wholesale communication solutions for rebranding providers.
- Benefits: Enjoy premium health insurance, increasing annual leave, a pension scheme, and unlimited snacks.
- Why this job: Join a proactive team in a calm environment focused on innovation and continuous improvement.
- Qualifications: Experience in telecoms is essential; knowledge of BT/Openreach/TalkTalk/Sky procedures is desirable.
- Other info: Work from our Croydon office with training provided for all aspects of the role.
The predicted salary is between 30000 - 42000 £ per year.
Essential - Experience of working in the telecoms and connectivity sector.
Desirable - knowledge of BT / Openreach / TalkTalk / Sky procedures.
Support role will be covering our entire product portfolio, training provided where needed.
Work from our head office in Croydon, South London (CR0 1YB).
We expect you to share our values of:
- Proactive
Who are we?
ICUK has been established for over 20 years. We primarily focus on supplying wholesale communication solutions to white label providers who rebrand and resell our services as their own. In broad terms we supply broadband, leased lines, traditional phone lines, VoIP, and web hosting. At the heart of our organisation is our in-house developed control panel which allows users to manage all aspects of their estate with us, and for the most part they are self-sufficient without being hugely reliant on us to action things or supply information.
Why ICUK?
By designing and developing our platforms in-house we enjoy the benefits of automation for large parts of our operations. We are not a call centre, instead we’re a team of 18 individuals spread across support, provisioning and development. As a team, we work incredibly quickly responding to all members' ideas and suggestions whether that be on an individual fault or as part of a longer term solution to bring about positive change in our platform or procedures. We operate with a calm environment which is not targeted or incentivised.
Main responsibilities:
- Assist in the diagnosing of faults across all our platforms.
- Working with our development / network teams.
- Liaising with suppliers to ensure faults are handled in a timely manner.
- Interact with clients over tickets, emails and calls.
Skills you will need or develop in this role:
- The ability to demonstrate a keenness for the work.
- Aid in the continual improvement of our platform.
- Provide clear verbal and written communication of technical topics to technical and non-technical customers.
- Willingness to see through support scenarios to the end.
- Desire to expand knowledge across a wide portfolio of services, platforms and suppliers.
- The ability to self-start and willingness to find answers.
Employee Benefits:
We value all members of our team, and we have a track record of recruiting, training and retaining staff with a long career in mind. Here are a selection of benefits we are able to offer:
- Annual leave increases over time.
- Premium level private health insurance (including discounts to gyms etc).
- Pension Scheme.
- Death in service.
- Bottomless tea, coffee and office snacks.
Technical Support (VoIP Specialist) employer: BPL Business Media Ltd
Contact Detail:
BPL Business Media Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support (VoIP Specialist)
✨Tip Number 1
Familiarise yourself with the telecoms and connectivity sector, especially focusing on companies like BT, Openreach, TalkTalk, and Sky. Understanding their procedures and services will give you a significant edge during interviews.
✨Tip Number 2
Brush up on your technical knowledge related to VoIP systems and fault diagnosis. Being able to discuss specific scenarios or past experiences where you've resolved technical issues can demonstrate your capability in this role.
✨Tip Number 3
Showcase your proactive attitude by preparing questions about ICUK's platforms and how they handle support scenarios. This not only shows your interest but also your willingness to engage and contribute positively to the team.
✨Tip Number 4
Network with current or former employees of ICUK if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Technical Support (VoIP Specialist)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in the telecoms and connectivity sector. Include specific examples of your work with VoIP systems and any relevant procedures from companies like BT, Openreach, TalkTalk, or Sky.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Technical Support role at ICUK. Mention how your proactive approach aligns with their company values and how you can contribute to their team.
Showcase Communication Skills: Since the role involves interacting with clients and technical teams, emphasise your ability to communicate complex technical topics clearly. Provide examples of past experiences where you successfully communicated with both technical and non-technical audiences.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by sharing specific instances where you diagnosed and resolved faults in previous roles. This will show your capability to handle the responsibilities outlined in the job description.
How to prepare for a job interview at BPL Business Media Ltd
✨Show Your Telecoms Knowledge
Make sure to brush up on your knowledge of the telecoms and connectivity sector, especially regarding BT, Openreach, TalkTalk, and Sky procedures. Demonstrating familiarity with these companies will show that you understand the industry and can hit the ground running.
✨Communicate Clearly
Since the role involves interacting with both technical and non-technical customers, practice explaining complex technical topics in simple terms. This will showcase your ability to communicate effectively, which is crucial for a Technical Support position.
✨Demonstrate Proactivity
ICUK values proactive individuals, so be prepared to share examples of how you've taken initiative in previous roles. Whether it’s identifying a problem before it escalated or suggesting improvements, showing this quality will align you with their company values.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific support scenarios. Think through potential issues you might face in the role and how you would resolve them. This preparation will help you demonstrate your problem-solving skills and willingness to see support scenarios through to the end.
