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- Tasks: Provide technical support and customise VoCoVo systems for retail clients.
- Company: VoCoVo delivers innovative communication solutions, trusted by major retailers like Tesco and Asda.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a cycle-to-work scheme.
- Why this job: Join a top-rated company with a collaborative culture and opportunities for personal growth.
- Qualifications: Experience in technical support, Linux, networking, and telephony integrations is essential.
- Other info: This hybrid role requires one day a week in our Shipton-Under-Wychwood office.
The predicted salary is between 30000 - 34000 £ 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.
You’ve probably already seen us in action—we’re trusted by Tesco, Asda, Dunelm, and Iceland, just to name a few.
With over 250,000 users across more than 10,000 locations in 21 countries, and recognition as one of the top 100 best small-to-medium size businesses to work for, join us on our journey!
Role Overview
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
Salary
Salary range: £38,000-£41,000
Benefits
25 Days Holiday + Bank Holidays (increases with years of service)
Option to Buy or Sell 5 days holiday each year
Sick Pay – 8 weeks full pay, 4 weeks half pay
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 alsocommitted to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage.
Company Values
Embracing VoCoVo\’s \’VOICE\’ Values is important to us, shaping our collaborative and innovative culture.
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
If you feel this could be the right fit, apply now!
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Technical Support Specialist Customer Service · · employer: Vocovo
Contact Detail:
Vocovo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist Customer Service · ·
✨Tip Number 1
Familiarise yourself with VoCoVo's products and services. Understanding how their communication solutions work will not only help you in interviews but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Brush up on your Linux skills, especially command-line tools. Since the role requires navigating filesystems and troubleshooting, being able to showcase your proficiency in this area can set you apart from other candidates.
✨Tip Number 3
Gain a solid understanding of networking fundamentals and SIP protocols. Being able to discuss your experience with telephony integrations and network troubleshooting will be crucial during the interview process.
✨Tip Number 4
Prepare to discuss your approach to customer service and support. Highlight any past experiences where you've successfully resolved technical issues or improved customer satisfaction, as this aligns with VoCoVo's customer-focused values.
We think you need these skills to ace Technical Support Specialist Customer Service · ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical customer support, particularly with Linux and telephony integrations. Use specific examples to demonstrate your skills in troubleshooting and network fundamentals.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with VoCoVo's mission and values, and provide examples of how you've successfully resolved technical issues in the past.
Showcase Your Technical Skills: Clearly outline your technical skills related to the job description, such as familiarity with SIP protocols, MySQL, and ITIL frameworks. Use bullet points for clarity and ensure you explain how these skills will benefit VoCoVo.
Highlight Soft Skills: Don't forget to mention your soft skills, such as collaboration, attention to detail, and proactive learning. These are crucial for a Technical Support Specialist role and will show that you can work well within a team and adapt to challenges.
How to prepare for a job interview at Vocovo
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Linux, networking fundamentals, and telephony integrations. Highlight specific examples where you've successfully navigated command-line tools or resolved VoIP issues, as this will demonstrate your technical proficiency.
✨Emphasise Customer Service Experience
Since the role involves direct interaction with customers, share instances where you've provided exceptional customer support. Discuss how you built relationships and improved service delivery, showcasing your ability to empower colleagues and drive customer success.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you approach troubleshooting and issue resolution. Use the STAR method (Situation, Task, Action, Result) to outline specific challenges you've faced in technical support and how you overcame them, highlighting your detail-oriented nature.
✨Align with Company Values
Familiarise yourself with VoCoVo's 'VOICE' values and think about how your personal values align with theirs. During the interview, express your commitment to collaboration, innovation, and customer focus, which will show that you're a good cultural fit for the team.