Cloud Support Consultant in London

Infinigate Cloud is an award-winning cloud distributor and Microsoft Indirect Provider offering a value-add service to customers with a portfolio of cloud, managed and professional services.

Role Purpose
Infinigate Cloud is seeking a driven IT Support Consultant to join their evolving team based in Fareham to deliver effective support to our partners. Are you building a career in IT, newly graduated or have gained exposure to a technical support environment? If \”yes\”, this role could be an ideal career stepping stone to develop your technical capabilities whilst utilising your existing communication and customer service skillset to manage a busy partner query caseload.

We are pleased to offer this role as a hybrid opportunity, 3 days in office and 2 from home following an initial 4-week training period during which time, you will need to attend our office 5 days per week. This is a permanent role that follows a team shift pattern within the core business hours.

Duties & Responsibilities
Technical Support

Primary point of contact for our partners, responsible for providing reactive technical support by efficiently responding to inbound enquiries, primarily by answering inbound phone calls, responding to emails, and raising the resulting support tickets accordingly

Overall accountability for proactively managing support enquiries, taking ownership of support tickets from an initial first contact through to a satisfactory resolution. Accountable for the management of escalations within other business units and 3rd party vendors, ensuring that updates are delivered with clear and concise communication, within an appropriate timeframe

Accountable for the accurate scoping and implementation of new provisions, changes to services and partner onboarding onto Infinigate Cloud\’s platforms for our partners, delivering an efficient and professional service in a timely manner, within SLA and to business KPIs

Partner Satisfaction

Provide an excellent level of customer service, ensuring a world class customer experience, resulting in maintaining or improving upon our world class Net Promoter Score (NPS)

Deliver professional, timely, and clear communications to both our internal teams and external partners for all support tickets, resulting in higher efficiency and productivity

Continually reviewing, recommending, and implementing opportunities for improvement, to protect and enhance the partner experience, consequently driving improvements in satisfaction

Non-Technical Support

Responsible for ensuring the use and execution of all processes and work instructions relevant to the role, identifying opportunities for improvement of processes and assisting with any supporting documentation where appropriate

Actively increase own knowledge of all products and services in our portfolio, including vendor products and our internal systems. Proactively sharing knowledge gained with the rest of the team internally, and externally with our partners to educate and upskill, including creation of knowledge articles

Ensure that team priorities are delivered within SLA, including the ongoing management of tickets in your workload, meanwhile ensuring your availability to prioritize inbound calls, ensuring appropriate handovers are produced when required. This is a proactive role; you are responsible for ensuring that you are picking up appropriate tasks of your own volition, working with the wider team to achieve department targets.

General Skills

12 months relevant exposure working in a similar role OR relevant degree or qualifications in IT or comparable subject

Competent PC user with strong Microsoft Office suite skills

Demonstrable interest in IT with an aptitude for technical troubleshooting

Able to demonstrate strong written and clear verbal communication skills

Able to demonstrate excellent organisational and time management skills

Excellent customer service skills, taking ownership of issues from reporting through to resolution to promote partner satisfaction and positive feedback

Demonstrable experience in handling difficult and complicated issues, turning a negative issue into a positive partner outcome

Personal Requirements

Own it! Solution focused, takes accountability for own actions, and constantly strives for greater results

Aim high! Confident and professional with excellent interpersonal, written, and verbal communication skills

Be open! Flexible style, able to work as part of a cohesive team and independently using own initiative

£24,000 salary per annum + £2,000 variable commission

25 days annual leave rising to 28 days with length of service, plus bank holidays.

Day off on your birthday.

Electric Car Lease Scheme

Life assurance of 4 x basic salary and group income protection from start date

5% employer matched pension contributions after 3 months service.

Individual cover for private medical insurance and healthcare cash plan following successful completion of probationary period.

Hybrid working arrangements and standard office working hours are 9am – 5.30pm

Employee assistance programme for practical and emotional support.

Free parking and complimentary refreshments onsite.

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