It Voip Support

Jago Consultants; Thatcham; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Flexible home working

Job summary

Jago Consultants seeks a Helpdesk / Client Services Executive to manage onboarding projects and IT helpdesk tasks for VOIP solutions. You will use Salesforce, TaskRay, and Service Cloud to track accounts, tickets, and onboarding progress.

You will deliver user training, document processes, and generate weekly reports. A collaborative, customer-focused team environment and flexible home/remote work options are available.

Qualifications

• VOIP knowledge or experience in IT service delivery is preferred.
• Strong written and verbal communication with the ability to train users.

Responsibilities

• Manage VoIP tickets in Service Cloud, handling incidents and change requests.
• Create TaskRay onboarding projects and manage their progress.
• Oversee onboarding projects and coordinate with clients.
• Deliver end-user technical training face-to-face, virtually, or by email.
• Develop and document onboarding processes and ticketing workflows.
• Produce schedule and weekly ticket trend reports.

Skills

VOIP knowledge

IT helpdesk

customer service

communication

training delivery

prioritisation

Tools

Salesforce

TaskRay

Service Cloud

Job description

We are working with a VOIP telephone provider who are expanding their team, and are looking for a Helpdesk / Client Services Executive to join them.

About the Company:

A small, and friendly company with growth plans throughout 2022, they provide a dedicated VOIP solution to their clients. Passionate about delivering top quality service to clients with a desire to be instrumental in the growth of a VoIP telecoms business, you will become a key member in delivering their services.

As we enter an exciting new phase, we are seeking an exceptional candidate who wants to support our development and join us in further developing our presence in both the education and SME marketplace.

You will need to possess excellent communication skills – both written and verbal, attention to detail and customer centric attributes. Capable of working individually or as part of a team.

Flexible home working will be considered.

The main purpose of the role is to manage both on-boarding new client projects and the IT helpdesk. Our plans for 2022 are to grow our team, and this role would then also have further responsibility of overseeing 1 or 2 more staff.

Within this, Sales Cloud allows us to track accounts, contacts, opportunities and quotes. Service Cloud provides us with a comprehensive ticketing solution. For on-boarding new clients we utilise a native add-in within Salesforce called Taskray.

• Management and progression of current VoIP tickets in Service Cloud – dealing with incidents and requests for change
• Creation of Taskray on-boarding projects
• Management and progression of on-boarding projects
• Delivering end user technical training either face to face or virtually, over the phone or by e-mail as required
• Development and documentation of on-boarding processes
• Development of ticketing processed including escalation
• Production of schedule reports including weekly reports on tickets (new, cleared, trends etc)

Your Experience:
This role would ideally suit someone with VOIP knowledge, either within a IT Support Desk environment, or with Service Delivery to clients.

You will need great communication skills, both verbally and written
Work as part of a small team, but have the ability to prioritise your own workload
Offer excellent customer service experience to our clients