Technical Support Specialist

VoCoVo; Cheltenham; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 Days Holiday + Bank Holidays (incre

Private Medical Insurance

Life Assurance - 4x basic pay

Employee Assistance Programme (EAP)

Cycle2Work Scheme

Apple MacBook & peripherals

Job summary

VoCoVo is seeking a Technical Support Specialist to work with retail partners, delivering 3rd line support and advanced diagnostics. The role is hybrid, requiring 1 day per week in our Shipton-Under-Wychwood office (UK).

You will help customise VoCoVo systems, support the warranty policy, and provide expert guidance to customers and partners. You should have hands-on experience with Linux, networking, SIP, and MySQL, and be ready to engage in documentation, remote support, and out-of-hours

Qualifications

• Background in technical customer support.
• Comfort with Linux and command-line tools.
• Understanding SIP, network fundamentals, and MySQL is beneficial.
• Familiarity with ITIL framework is a bonus.

Responsibilities

• Resolve and support issues for a portfolio of customers while building relationships to drive service improvements.
• Provide remote support to engineers on site, identifying and troubleshooting issues.
• Document complex challenges to aid future resolutions and maintain thorough customer records.
• Offer technical out-of-hours support for critical business situations.

Skills

Linux

SIP

Networking basics

MySQL

ITIL

Technical support

Tools

Linux CLI

Job description

VoCoVo specialises in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals.

You’ve probably already seen us in action—we’re trusted by Tesco, Asda, Dunelm, and Iceland, just to name a few.

With over 250,000 users across more than 10,000 locations in 21 countries, and recognition as one of the top 100 best small-to-medium size businesses to work for, join us on our journey!

Role Overview

Join our team as Technical Support Specialist and work directly with our customers to customise VoCoVo systems to their needs. Provide 3rd line support, assisting our partners with advanced system diagnostics and issue resolution. Additionally, ensure the highest standards by supporting the VoCoCare warranty policy.

This role is hybrid and requires 1 day per week working from our office in Shipton-Under-Wychwood OX7 6XU.

Please note, to apply for this position you must be based in the UK and have the legal right to work.

What we're looking for

• You have a background in Technical Customer Support
• Previous experience working with linux - you're comfortable navigating a filesystem, familiar with command-line tools. Experience working with typical network and troubleshooting commands is advantageous
• Experience with telephony/telco integrations- an understanding of the SIP protocol, SIP trunking and experience in troubleshooting & resolving telephony or VoIP issues is highly desirable
• Experience in networking fundamentals - a principal understanding of network types & models is fundamental to the role. Experience configuring or troubleshooting network is desirable
• Working with MySQL - any exposure to MySQL or equivalent is beneficial
• ITIL - experience with using the ITIL framework for communicating technical support issues is a bonus

Who you are

• You are detail oriented, quickly identifying issues and consequences in technical support
• You are collaborative and empower colleagues by sharing knowledge
• You enjoy efficiently managing multiple responsibilities
• You are a proactive learner, embrace new skills, feedback and challenges

What you'll do

• Work with a portfolio of assigned customers resolving and supporting issues whilst building relationships to drive service improvements, consistent and reliable support, and review processes to ensure customer success
• Support engineers remotely whilst they are on-site, identifying and troubleshooting issues
• Build comprehensive documentation around customers in your portfolio and ensure complex challenges are documented to simplify or aid future resolutions
• Offer technical out-of-hours support for critical business situations

Benefits

• 25 Days Holiday + Bank Holidays (increases with years of service)
• Option to Buy or Sell 5 days holiday each year
• Life Assurance - (4 times basic pay)
• Private Medical Insurance
• Employee Assistance Programmes (EAP)
• Cycle2Work Scheme
• Electric Car Green Salary Sacrifice Scheme
• Enhanced Maternity & Paternity Package
• Child Care Scheme
• Training & Development
• Company Organised Events
• Pension (Royal London Group) 5% Employer Contribution Matched
• Apple MacBook, Wireless Magic Mouse and Keyboard, Monitor and Headphones

Diversity and Inclusion

At VoCoVo, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together.

We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage.

Company Values

Embracing VoCoVo's 'VOICE' Values is important to us, shaping our collaborative and innovative culture.

VALUED

Our Colleagues, Customers, and Stakeholders are valued; treated with respect, empathy,

and operate with honesty and integrity

ONE TEAM

Collaboration of all for VoCoVo’s happiness and success

INNOVATION

Our products are constantly evolving to tackle the pain points of retailers across the globe

CUSTOMER FOCUSED

Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations

EMPOWERED

Our people are empowered to do the right thing and make decisions without loads of red tape