- Professional
- Escritório em London
Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Job Description
Overall purpose of the job:
- Making sure support tickets are updated and resolved within agreed SLAs.
- Working with third-party vendors where necessary to resolve issues.
- Assisting the UC & CX Service Delivery Team as needed.
- Escalating complex issues to senior UCC Specialist or Architects.
- Providing occasional out-of-hours or on-site support for key UC services.
- Being part of the emergency on-call Rota for out-of-hours support
Key responsibilities for this job:
- Working directly with customers in a professional and solution-oriented manner.
- Strong communication skills and a proactive approach to customer service.
- A solid understanding of SIP (intermediate level).
- Being an escalation point internally and externally.
- Maintaining a high NPS.
- Troubleshooting customer issues and resolving within the SLA.
- Ability to deal with customers in a professional manner.
- Any other fair and reasonable task or duty assigned to you by your manager, or other senior Exponential-e Ltd staff member
Knowledge and experience required:
- Experience working with Carrier Grade UCaaS Platforms / Soft Switches.
- Confident in SIP troubleshooting and network diagnostics.
- Intermediate SIP troubleshooting knowledge.
- Hands-on experience working in a technical support environment.
- Knowledge of routers, switches and customer LAN environments.
- Microsoft Teams
- Contact center
- Reporting tools
- Cisco Webex
Our People
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
