Service Desk Support

Brave new world is a growing group of technologies companies with two sectors, Telecommunications &  IT and Data & Insights.  Are you ready to take your career to the next level? Do you want to work in a vibrant, innovative, and collaborative environment? The Service Desk Support role provides technical support for our Carrier products (Hosted VOIP and Data/ISP Networks).

Why work with us

You can enjoy a workplace that truly rewards you! With exclusive lifestyle discounts, a 5% employer pension contribution, 25 days of holiday, plus your birthday! and a wellbeing support program covering remote GP, mental health, financial advice, and more, we’ve got you covered. You will also benefit from enhanced maternity & paternity leave, free eye tests, and a flexible working environment. Plus, enjoy team get-togethers and company events.

Role

Completion of routine duties using Microsoft apps, portals and systems to support with:

• Provisioning / ordering / ceasing updates to customers.
• Number porting and routing.
• Responding to and resolving any faults that may arise, using diagnostic tools and vendor support.
• Assisting with implementation and support of VoIP and Data Network products, escalating as appropriate to Network and Systems Engineers.
• Assisting with testing of VOIP and Data systems, including new features, devices, and reproduction of customer issues.
• Improving the support processes and feeding back/communicating with the support teams.
• Liaising with multiple departments to process orders, applications and requests.
• Working on several tasks at once and prioritising own workload.
• Training resellers and customers.

Skills and Experience

• Experience within a Customer Services environment or support desk within the tech industry or using technology to serve customers.
• Experience dealing with demanding customers.
• Experience in all Microsoft Office applications, specifically Microsoft Excel.
• Experience of working within the telecoms industry (not essential).
• Experience of supporting customers with VOIP, Broadband and Data in a Wholesale or Reseller environment (not essential).
• Ability to prioritise multiple tasks and objectives.
• Client service oriented with the ability to interact with clients, staff, and management teams.
• Customer empathy and a helpful attitude.
• Ability to explain concepts and detail to the layperson. 
• The ability to problem solve in a logical manner in order to rectify customer issues efficiently.
• Good verbal and written business communication skills.
• Ability to work independently, with a high degree of initiative, and within a collaborative team environment.
• Understands the need for diligence with reporting and identifies any risk areas.

Hybrid working, 3 days office based from our Stonehouse office

Please click on Apply Now and email your CV and covering letter.