Senior VIP Support Engineer

TN United Kingdom; West Malling; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a motivated Senior VIP Support Engineer to enhance customer service for VIP clients. This role involves delivering high-quality technical support, overseeing device deployments, and ensuring seamless user experiences. With a commitment to excellence and a customer-focused culture, this position offers the opportunity to be part of a rapidly growing organization dedicated to improving public sector services. Join a team that values diversity, inclusion, and professional growth while shaping the future of customer support in a dynamic environment.

Benefits

25 days of annual leave

Additional day off at Christmas

Discount schemes

Life assurance coverage

Qualifications

• Experience in providing high-quality support to VIP clients.
• Proficient in troubleshooting across various devices.
• Ability to maintain documentation and user guides.

Responsibilities

• Provide responsive support to senior stakeholders for technical issues.
• Oversee VIP device deployments and user-specific settings.
• Collaborate with technical teams to enhance service response times.

Skills

Technical Support

Troubleshooting

Customer Service

Documentation

Collaboration

Job description

Social network you want to login/join with:

Senior VIP Support Engineer, West Malling

Client:

Commercial Services Group

Location:

West Malling, United Kingdom

Job Category:

-

EU work permit required:

Yes

Job Reference:

a1e347f7af3c

Job Views:

2

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Commercial Services Group is a leading provider of procurement and support services to education and public sector customers globally. Serving over 15,000 customers, CSG is committed to excellent customer and user experience, social value, and an empowered workforce.

Are you a motivated individual looking to advance your career? Cantium, part of CSG, seeks a Senior VIP Support Engineer to provide end-to-end support for VIP customers at Cantium Business Solutions. This involves working within the VIP Support team to deliver high-quality, technically advanced customer service.

Why Join CSG?

CSG aims to be the global leader in Education and Public Sector services, operating in 86 countries with 1,800 staff across 33 brands, offering expertise in HR, IT, Energy, Education Resources, Procurement, and more. With a growth rate of 25% annually, CSG is expanding through organic growth, acquisitions, and joint ventures. Join us during this exciting growth phase to shape the future of CSG.

Responsibilities:

• Provide high-quality, responsive support to senior stakeholders by troubleshooting and resolving technical issues across desktop, laptop, and mobile devices, both remotely and on-site.
• Oversee VIP device deployments, configure user-specific settings, and support users to ensure a seamless experience.
• Act as the first point of contact for VIP support requests via phone, email, or service tickets, ensuring quick resolution or escalation.
• Maintain accurate documentation, FAQs, and user guides to enable VIPs to resolve minor issues independently.
• Collaborate with technical teams to improve response times and reduce escalations, aiming for first-contact resolution.
• Provide feedback and recommendations based on incident and request trends to enhance services and satisfaction.
• Uphold the company's customer-focused, fast, connected, and insight-driven service culture, reflecting professionalism in every interaction.

What We Offer:

• 25 days of annual leave plus bank holidays
• An additional day off at Christmas
• Discount schemes, including retail and gym memberships
• Life assurance coverage

Minimum Requirements:

• High-quality, responsive support to VIPs, troubleshooting across devices.
• Overseeing VIP device deployments and user support.
• First point of contact for VIP support requests, ensuring swift resolution.
• Maintaining documentation and user guides.
• Collaborating with technical teams to improve response times.
• Providing feedback to improve services.
• Upholding a professional, customer-focused service culture.

About CSG:

CSG is the UK's largest local authority-owned trading company, owned by Kent County Council, generating over £800m annually and serving 16,000+ customers globally.

About Cantium:

Cantium Business Solutions, established by Kent County Council, partners with government, education, and private sectors to provide tailored IT and back-office solutions, emphasizing insight and collaboration.

We value diversity and inclusion and encourage applications from all backgrounds. Reasonable adjustments are available during the application and interview process.