Technical Support Specialist

Technical Support Specialist

We are software solutions providers developing applications that enhance call and contact centre offerings for the Cisco© BroadSoft© platform. We have been developing and innovating our own UC and call centre apps, undertaking custom development, since 2006.

We develop flagship Unity applications for BroadSoft. These are modular software applications, all able to work collectively with full omnichannel capability.

Our software products are built for SMBs (small to medium businesses), with an ethos that puts genuine human connection and intuitive, feature rich, yet accessible applications at the forefront of our design decisions.

We are incredibly proud to be an international company, with clients all over the world. Our HQ is in London, United Kingdom. Whilst our development office is located in Kerala, India.

We are committed to the growth of both our products and clients, always evolving our knowledge and software to ensure the best out of a call or contact centre.

Responsibilities

• Triage and manage incoming tickets that have been escalated beyond the Tier 1 support teams.

• Manage expectations for customers and adherence to SLAs whilst keeping them informed of progress.

• Contact end-user customers to visualise and understand issues for accurate diagnosis.

Desirable

• Experience working in a Cisco BroadSoft-focused environment, either with a Service

Provider, Reseller or BroadSoft ecosystem vendor, in a technical support role.

• A good understanding of the Cisco BroadSoft feature set, including UC and ACD call centre features.

Required

• 2 years of proven troubleshooting experience in a technical support role.

• Experience working with a ticket system and managing multiple priorities with minimum supervision.

• Basic working knowledge of Networking, Servers, Windows, Cloud technologies and VoIP.

• Having some familiarity with command line shells like Command Prompt in Windows.

• Basic knowledge of XML.

• Liaising with customers and arranging screen shares using various remote desktop applications for troubleshooting.

• Creating and providing instructions for users and administrators on using our software.

• Keeping an updated and detailed record of all support calls through a ticketing system.

• The ability to work one-on-one with clients as well as with internal and external support teams to estimate and resolve issues.

• Good customer-facing and communication skills and clarity, both on customer calls and written ticket updates.

• Ability and enthusiasm to learn quickly on the job.

Salary £30,000 - £40,000 including benefits and flexible working

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