IT VOIP Support

TN United Kingdom; Thatcham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits at a small, friendly company specializing in VOIP solutions. As a Helpdesk / Client Services Executive, you'll play a vital role in managing client onboarding and IT helpdesk functions. This position offers the chance to work flexibly from home and be part of a growing team dedicated to delivering top-quality service. Your excellent communication skills and attention to detail will be essential as you support clients and enhance their experience with innovative VOIP solutions. Join us in making a significant impact in the education and SME markets!

Qualifications

• Experience in IT Support Desk or Service Delivery with VOIP knowledge.
• Strong verbal and written communication skills.

Responsibilities

• Manage onboarding new client projects and the IT helpdesk.
• Develop and document onboarding processes and ticketing procedures.

Skills

VOIP Knowledge

Excellent Communication Skills

Attention to Detail

Customer Service

Tools

Salesforce

Service Cloud

Taskray

Job description

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

About the Company:

A small, friendly company with growth plans throughout 2022, providing dedicated VOIP solutions to clients. Passionate about delivering top-quality service, they aim 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 seek an exceptional candidate to support our development and help expand our presence in the education and SME markets.

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

Flexible home working will be considered.

The main purpose of the role is to manage both onboarding new client projects and the IT helpdesk. Our plans for 2022 include growing our team, and this role may also involve overseeing 1 or 2 additional staff members.

Within this, we utilize Salesforce with Sales Cloud for tracking accounts, contacts, opportunities, and quotes. Service Cloud provides a comprehensive ticketing solution. For onboarding new clients, we use a native Salesforce add-in called Taskray.

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

Your Experience:

This role is ideally suited for someone with VOIP knowledge, either within an IT Support Desk environment or with Service Delivery to clients.

You will need excellent communication skills—both verbal and written. Ability to work as part of a small team, prioritize your workload, and offer excellent customer service to clients.