Voice Technician

Patriot Home Funding, Inc.; Harrogate; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the telecommunications sector is seeking a Voice Technician to provide support for customer onboarding and technical provisioning. This role involves engaging with customers, managing small orders, and ensuring service delivery aligns with customer requirements. Training will be provided for technical systems, making this an excellent opportunity for those looking to develop their careers in voice and unified communications.

Qualifications

• Strong people and communication skills.
• Ability to think on feet and resolve issues quickly.
• Willingness to learn and increase responsibilities.

Responsibilities

• Manage delivery of orders and ensure data capture.
• Produce customer-facing voice templates and call flows.
• Utilize Microsoft Dynamics for managing transactional orders.

Skills

Communication

Problem Solving

Organizational Skills

Customer Focus

Job description

Voice Technician

Job description

Aim of the role:

The primary responsibility of this role is to provide administrative and provisioning support to customers and engineers from inception of a signed Customer contract.
Although the role will require the successful candidate to have a technical understanding of these products/services, the candidate will receive full product training, which will eventually enable them to understand IP telephony systems and hosted Microsoft services such as MS Teams. Whilst previous detailed knowledge or experience of these products/services is not essential, it is a requirement to have a high level overview and understanding and interest in developing your knowledge and career further within this area.

Key responsibilities:

Key responsibilities in this role will include but are not restricted to the following:

• The successful candidate in this role will be involved upon receipt of a signed Customer contract into the Delivery Team. They will be responsible for engaging with the Customer at this time to ensure all relevant data is captured around the Voice or UC deployment requirements included in the contract, to assist with the smooth and timely delivery of the service.
• Manage the delivery of small orders, transactional requests and site orders of up to 10 users, ensuring all services are delivered within our advertised SLAs.
• Using internal Microsoft Dynamics systems to manage transactional orders, from signature through to implementation and billing.
• From the data/information captured with the Customer, produce Customer facing Voice templates, which need to be agreed and signed off with the Customer before installation. This will include producing detailed call flows, which are bespoke to the Customer requirements.
• Utilise the voice platform of choice to create customer enterprise accounts, allocate users, hardware and create bespoke configuration requirements.
• Utilise the third party portals for the provision of complementary services that are consumed by our customers to enhance their voice experience.
• Working closely with the Customer Provisioning Team, carry out all required number checks and produce number porting documents prior to installation.
• Act as an ambassador for Redcentric with Customers and for the Voice & Unified Comms Team with colleagues from other departments.

• Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:
  • Compliance with Redcentric's policies and procedures
  • Handling and protection of Redcentric information
  • Reporting of security events
  • Implementing appropriate policies and procedures

Person specification
The successful candidate will have strong people and communication skills, with the ability to think on their feet and help resolve issues quickly and smoothly.
Previous knowledge and experience of voice platforms such as Cisco Broadworks and/or MS 365 is preferred, but not essential, as full training will be provided.
The following skills, attributes and experience are deemed to be essential for this role:

• Excellent communication skills - written, spoken, and presentation
• Enthusiastic with a willingness to learn and increase their responsibilities over time
• Have a can-do approach with the ability to solve problems systematically
• Excellent organisational and time management capability
• Be able to work as part of a large project team across multiple departments
• Flexible enough to meet the demands of a growing, fast-changing environment and effectively prioritise workload
• Customer centric attitude / focus
• Ability to work on own initiative, under pressure and meet deadlines

Hours of work

The Company's standard working hours are Monday to Thursday 9.00 until 5:30pm with one hour for lunch and Friday working hours are 9.00 until 3.30pm, with an hour for lunch.