At a Glance
- Tasks: Join our Myphones team to tackle VoIP technical issues and support customers.
- Company: Dynamic tech company focused on innovative telephony solutions.
- Benefits: Enjoy 25 days holiday, career growth, and free onsite perks like croissants!
- Other info: Collaborative environment with a focus on learning and innovation.
- Why this job: Make a real impact in the VoIP world while developing your skills.
- Qualifications: 2+ years experience with VoIP protocols and strong troubleshooting skills.
The predicted salary is between 27000 - 33000 £ per year.
We are looking for someone to join our Myphones team to handle technical faults and configuration queries related to VoIP hardware, software, and connectivity escalated from the first-line support team, to provide advice and resolutions to both technical and non-technical customers. Deliver exceptional customer focus, through excellent verbal and written communication skills via phone, email, or ticketing systems to SCG Wholesale cloud hosted telephony partners together with all SCG Direct and SCG Indirect business units.
Responsibilities:
- Provide 2nd Line support and diagnostics of the Evonex platform and products, dealing with escalations from the 1st line helpdesk team, ensuring agreed SLAs are adhered to.
- Provisioning support, assisting partners with their orders and configurations, understanding the product portfolio, license requirements, handsets, and applications.
- Partner onboarding, working with the BDM team and communicating with new partners.
- Liaise with clients and colleagues via phone, email, messaging, or ticketing systems.
- Analysis and interpretation of SIP call traces using VOIP tools to troubleshoot and identify reported issues.
- Ensure comprehensive diagnostic and resolution notes are recorded in the appropriate business systems and documentation libraries.
- Handset configuration including bespoke provisioning template management and firmware deployment.
- Working alongside the Product Manager to produce training and education collateral demonstrating best practice setup and configuration.
- Functional testing of new platform/device/software features before their release, reporting findings to the operational and development teams, and assisting with documentation.
Skills Required:
- Strong working knowledge and proven experience (2 years+) of SIP, RTP, and other VoIP protocols, and familiarity with configuration and troubleshooting of cloud hosted telephony systems.
- Logical troubleshooting and problem-solving skills in VoIP environments with a good understanding of telephony concepts including IVR, ACD, CTI.
- Technical expertise in configuration and troubleshooting vendor products from Cisco, Yealink, Grandstream, Poly.
- Ability to communicate effectively at all levels, with excellent oral and written communication in addition to clear and concise documentation skills.
- Industry recognised certifications such as SSCA and CompTIA Network+ are a distinct advantage.
- An enthusiastic team player with the ability to work both independently and collaboratively in a fast-paced environment.
- Innovative thinker, configuring and troubleshooting telephony solutions for complex scenarios, working within best practice and security guidelines.
- Continual learner as someone who reads and understands detailed technical information and challenges where appropriate, enjoys learning new things quickly, and wants to grow their role beyond its original definition.
- A methodical mindset solving problems by following a consistent analytical approach, with meticulous attention to detail and a strong focus on quality.
Benefits:
- 25 Days Holiday
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Reduced Gym Membership
- SCG Mobile Benefit
- Employee Referral Bonus
- Annual Salary Reviews
- Pension Scheme
- Onsite Canteen (offering free croissants and free freshly made soup daily)
- Free On-Site Parking
- Charity Events
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
VOIP Helpdesk Analyst in Kent employer: Southern Communications Ltd
As an Engineer at our company, you will thrive in a dynamic work environment that values innovation and collaboration. With offices in Bradley Stoke, Cardiff, and Hereford, we offer competitive salaries and a strong commitment to employee development, ensuring you have ample opportunities for growth and advancement. Our supportive culture fosters teamwork and creativity, making it an excellent place for those seeking meaningful and rewarding employment in the tech industry.
Contact Details:
Southern Communications Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land VOIP Helpdesk Analyst in Kent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Southern Communications Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Southern Communications Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VOIP Helpdesk Analyst in Kent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Southern Communications Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Southern Communications Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Southern Communications Ltd!
How to prepare for a job interview at Southern Communications Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
