At a Glance
- Tasks: Provide top-notch technical support and customise VoCoVo systems for our retail clients.
- Company: Join VoCoVo, a leader in innovative communication solutions for retail.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a MacBook!
- Other info: Hybrid role with excellent career growth and a commitment to diversity.
- Why this job: Be part of a dynamic team making a real impact in the retail sector.
- Qualifications: Experience in technical support, Linux, and networking fundamentals required.
The predicted salary is between 40500 - 49500 £ per year.
VoCoVo specialises in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals.
Join our team as Technical Support Specialist and work directly with our customers to customise VoCoVo systems to their needs. Provide 3rd line support, assisting our partners with advanced system diagnostics and issue resolution. Additionally, ensure the highest standards by supporting the VoCoCare warranty policy. This role is hybrid and requires 1 day per week working from our office in Shipton-Under-Wychwood OX7 6XU. Please note, to apply for this position you must be based in the UK and have the legal right to work.
What we're looking for:
- You have a background in Technical Customer Support.
- Previous experience working with Linux - you're comfortable navigating a filesystem, familiar with command-line tools.
- Experience working with typical network and troubleshooting commands is advantageous.
- Experience with telephony/telco integrations - an understanding of the SIP protocol, SIP trunking and experience in troubleshooting & resolving telephony or VoIP issues is highly desirable.
- Experience in networking fundamentals - a principal understanding of network types & models is fundamental to the role. Experience configuring or troubleshooting network is desirable.
- Working with MySQL - any exposure to MySQL or equivalent is beneficial.
- ITIL - experience with using the ITIL framework for communicating technical support issues is a bonus.
Who you are:
- You are detail oriented, quickly identifying issues and consequences in technical support.
- You are collaborative and empower colleagues by sharing knowledge.
- You enjoy efficiently managing multiple responsibilities.
- You are a proactive learner, embrace new skills, feedback and challenges.
What you'll do:
- Work with a portfolio of assigned customers resolving and supporting issues whilst building relationships to drive service improvements, consistent and reliable support, and review processes to ensure customer success.
- Support engineers remotely whilst they are on-site, identifying and troubleshooting issues.
- Build comprehensive documentation around customers in your portfolio and ensure complex challenges are documented to simplify or aid future resolutions.
- Offer technical out-of-hours support for critical business situations.
Benefits:
- 25 Days Holiday + Bank Holidays (increases with years of service).
- Option to Buy or Sell 5 days holiday each year.
- Life Assurance - (4 times basic pay).
- Private Medical Insurance.
- Employee Assistance Programmes (EAP).
- Cycle2Work Scheme.
- Electric Car Green Salary Sacrifice Scheme.
- Enhanced Maternity & Paternity Package.
- Child Care Scheme.
- Training & Development.
- Company Organised Events.
- Pension (Royal London Group) 5% Employer Contribution Matched.
- Apple MacBook, Wireless Magic Mouse and Keyboard, Monitor and Headphones.
Diversity and Inclusion:
At VoCoVo, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together.
We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage.
Company Values:
- VALUED: Our Colleagues, Customers, and Stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity.
- ONE TEAM: Collaboration of all for VoCoVo’s happiness and success.
- INNOVATION: Our products are constantly evolving to tackle the pain points of retailers across the globe.
- CUSTOMER FOCUSED: Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations.
- EMPOWERED: Our people are empowered to do the right thing and make decisions without loads of red tape.
Technical Support Specialist in Cheltenham employer: Vocovo
VoCoVo is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration within the retail technology sector. With a strong commitment to employee growth, we provide extensive benefits including generous holiday allowances, private medical insurance, and opportunities for professional development, all while fostering a diverse and inclusive environment. Join us in our Oxfordshire or Cheltenham offices for monthly meet-ups, where you can connect with a passionate team dedicated to enhancing communication solutions for retailers worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vocovo. 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 Vocovo 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 Technical Support Specialist in Cheltenham
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 Vocovo:Your cover letter is your chance to shine! Tell us why you want to work at Vocovo 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 Vocovo!
How to prepare for a job interview at Vocovo
✨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.
