Customer Support Engineer

Natterbox; Belfast; On-site; GBP 25,000 - 45,000; Full time

Job summary

Natterbox is seeking a Customer Support Engineer in Belfast to provide technical support and user education. You will be the first point of contact for customer issues, requiring strong problem-solving and communication skills. Join a dynamic team focused on enhancing customer experience and driving success.

Benefits

25 days holiday to 30 days

Private health insurance

PerkBox benefits

Enhanced parental pay

Pension

Cycle to work

Qualifications

• Minimum of 1 year in a customer-facing helpdesk role.
• Basic IT knowledge, including networking fundamentals.

Responsibilities

• Provide exceptional customer support through various channels.
• Efficiently resolve customer issues, adhering to strict SLAs.
• Troubleshoot complex technical problems related to Hosted PBX.

Skills

Customer Support Experience

Problem-Solving Skills

Communication Skills

Organisational Skills

Tools

CRM Proficiency

Networking Knowledge

Job description

Natterbox Belfast, Northern Ireland, United Kingdom

Customer Support Engineer

Natterbox Belfast, Northern Ireland, United Kingdom

1 month ago Be among the first 25 applicants

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Who we are

Natterbox is revolutionising the way the world works by delivering business telephony via the cloud and our growing customer base would agree! Almost 600 organisations worldwide rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency, competitive advantage, and organisational success.

As the initial point of contact for Natterbox Support, you'll play a crucial role in ensuring timely and effective resolutions for our customers. You'll provide technical support, administration, and user education to both our partners and end-users. This role requires strong multitasking, problem-solving, and communication skills to deliver clear and timely feedback.

If you're a motivated individual eager to expand your technical expertise and enjoy customer interaction, this is the perfect opportunity to grow your career and contribute to our customer success.

What you'll do?

• Provide exceptional customer support through various channels (Phone, Live Chat, Email, CRM)
• Efficiently resolve customer issues, adhering to strict SLAs
• Keep customers informed about case status and resolution progress
• Maintain accurate and up-to-date customer records in CRM
• Troubleshoot complex technical problems related to Hosted PBX, Mobile, and third-party networks
• Enhance the knowledge base with informative articles to empower customers
  
  
  

Requirements

Essential Skills:

• Customer Support Experience: Minimum of 1 year in a customer-facing helpdesk role
• Technical Proficiency: Basic IT knowledge, including networking fundamentals (routers, Wi-Fi)
• Problem-Solving Skills: Strong analytical and logical thinking, with a passion for troubleshooting
• Communication Skills: Excellent written and verbal communication abilities, with a friendly and approachable demeanor
• Organisational Skills: Ability to multitask, prioritize tasks, and work efficiently under pressure
• CRM Proficiency: Experience working with CRM systems to manage customer interactions
  
  

Desired Skills:

• Cloud and Telecoms Experience: Knowledge of cloud technologies and telecoms services
• VoIP Expertise: Understanding of VoIP protocols (SIP, RTP, WebRTC) and PSTN/mobile networks
• Networking Knowledge: Familiarity with networking concepts, including firewalls, DHCP, NAT, and DNS
  
  

Key Attributes:

• Self-Motivation: Proactive and results-oriented, able to work independently
• Technical Curiosity: Keen interest in emerging technologies and a desire to learn
• Customer Focus: Strong interpersonal skills and a passion for customer satisfaction
• Adaptability: Flexibility to adjust to changing priorities and work patterns
• Detail-Oriented: Meticulous approach to tasks and strong attention to detail
• Can-Do Attitude: Positive and enthusiastic, willing to take on new challenges
  
  

Preferred Attributes:

• Technical Expertise: Knowledge of communications and IP technologies
• Problem-Solving Skills: Pragmatic approach to problem-solving
  
  
  

Benefits


What we offer you -

alongside a competitive salary, we offer a great range of benefits

• 25 days holiday to 30 days (excluding public holidays)
• Private health insurance - after probation
• PerkBox giving a range of personalised benefits
• Enhanced parental pay
• Pension
• Cycle to work
  
  

Should you require any additional support with your application or need us to make any adjustments for you, please contact our People team [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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