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For Companies At a Glance
- Tasks: Diagnose and resolve customer incidents while ensuring smooth service operations.
- Company: Join Kerv Group, a dynamic cloud-first provider focused on exceptional customer experiences.
- Benefits: Enjoy private medical insurance, 25 days holiday, sick pay, and various perks.
- Why this job: Be part of a passionate team dedicated to customer satisfaction and innovative solutions.
- Qualifications: Strong communication, troubleshooting skills, and experience in technical support are essential.
- Other info: Work from home options available; embrace a culture of diversity and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
About Us
Launched in July 2020, the Kerv Group is a next-generation ‘customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.
One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver industry-leading customer experience.
At Kerv Experience we know that implementing a new CX platform is a big deal – that comes with big challenges. That’s why our expert team is flexible. We’re ready to help our customers every step of the way with a fully responsive, risk-free approach, that’s built around them.
We help our customers leverage the power of GenesysCloud and Zendesk, alongside our own technology, VoxivoCX. Kerv Experience are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for the past two years.
About the Role
Reporting to the Head of Support, we are looking for a motivated Service Delivery Engineer who can demonstrate technical and problem-solving competence and a passion for genuine customer service.
The successful candidate will be responsible for:
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Incident diagnosis (Level 1 / 2 troubleshooting) and resolution across all Kerv Experience’s product and services
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Service level adherence
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Continuous customer dialogue during the incident management process
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Liaising with third party suppliers and escalations with the in-house development teams
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Completing customer service / change requests
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Contributing to the customer knowledgebase
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Participating in the company on-call rota
You will be working as part of a broader team supported by the Service Delivery Manager and must be a self-starter and passionate about customer satisfaction.
Your Part to Play
We have a portfolio of solutions including VoxivoCX an award-winning call centre platform based on open-source technology and Genesys Cloud for omni-channel contact centre customers. The role will be predominantly based in our Richmond office with work from home options available.
Service Delivery Engineers are primarily tasked with being the first point of contact for customers, taking ownership and managing customer requests through to successful completion.
The role of the Service Delivery Engineer is to ensure the smooth operations of the services utilised by our customers and provide them with professional support and guidance when required.
We are looking for engineers with the following skills and attributes:
Experience/qualifications essential for this role:
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Good written and oral communication skills
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Excellent trouble shooting skills
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Experience working in a service delivery / technical support team
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Exposure to VoIP related technologies and protocols
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Basic MySQL and Linux skills
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Familiar with troubleshooting and resolving quality of service-related issues
Experience/qualifications preferred for this role:
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Experience in liaising with 3rd party telecommunications carriers
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Experience in supporting omni-channel communication products or contact centre operations
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Exposure to virtualisation and cloud computing
Most important attributes/personal qualities needed in this person:
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Excellent judgement to prioritise customer issues based on their urgency and impact
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Self-starter able to work in a dynamic and fast-paced business environment
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Technical competence
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Customer focused
Benefits:
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Private Medical Insurance
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25 Days Holiday + Bank Holidays in the UK
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Sick Pay
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Parental Leave
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Pension
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Employer Assistance Programme
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Training and Development
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Various Perks via Vitality Health App
You will live the Kerv values …
Think Customer-First
Team is Everything
Spread Good Vibes
Build Future
Do the Right Thing
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
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Service Delivery Engineer employer: Kerv
Contact Detail:
Kerv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Engineer
✨Tip Number 1
Familiarise yourself with Kerv Experience's products, especially VoxivoCX and Genesys Cloud. Understanding these platforms will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your troubleshooting skills, particularly in VoIP technologies and protocols. Being able to discuss specific examples of how you've resolved technical issues in the past can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service experience by preparing anecdotes that highlight your ability to manage customer requests effectively. This role is all about customer satisfaction, so demonstrating your passion for helping others is key.
✨Tip Number 4
Network with current or former employees of Kerv Experience on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge and help you tailor your approach during the application process.
We think you need these skills to ace Service Delivery Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery and technical support. Emphasise your troubleshooting skills and any exposure to VoIP technologies, MySQL, and Linux.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your ability to manage customer requests effectively. Mention specific examples of how you've successfully resolved issues in previous roles.
Showcase Communication Skills: Since good written and oral communication skills are essential for this role, ensure that your application is clear, concise, and free of errors. Use professional language and structure your application logically.
Demonstrate Problem-Solving Competence: Highlight instances where you've successfully diagnosed and resolved technical issues. This could be through specific projects or experiences that showcase your analytical skills and customer-focused approach.
How to prepare for a job interview at Kerv
✨Showcase Your Technical Skills
As a Service Delivery Engineer, you'll need to demonstrate your technical competence. Be prepared to discuss your experience with VoIP technologies, MySQL, and Linux. Consider bringing examples of past troubleshooting scenarios you've successfully resolved.
✨Emphasise Customer Focus
Kerv Group values customer satisfaction highly. During the interview, share specific instances where you prioritised customer needs or went above and beyond to ensure a positive experience. This will show that you align with their customer-first approach.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think about how you would handle various incident management scenarios, including liaising with third-party suppliers and managing escalations. Practising these responses can help you feel more confident.
✨Demonstrate Team Collaboration
Since the role involves working closely with a team, be ready to discuss your experiences in collaborative environments. Highlight how you contribute to team success and support your colleagues, as Kerv values teamwork highly.
