Have you got what it takes?
- Efficient, effective, and respectful communication skills both with customers and within internal departments. Including:
- Excellent written and spoken English.
- Good listener, able to identify and validate assumptions.
- Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.
- Communicate effectively with people of different disciplines, and with different knowledge and experience, to achieve positive outcomes.
- Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment.
- Multi-tasking and time-management to prioritise and switch between varied tasks. Remain focused and calm under pressure.
- Careful record keeping.
- Programming and/or scripting experience.
- Knowledge of Windows server and client technology.
- Able to use initiative and to work effectively both independently and as part of a team.
- Patience and perseverance.
- Happy to learn, and adapt rapidly, with a positive attitude to change.
You will have an advantage if you also have:
- Knowledge of CTI, IP networking, VOIP, web server/CGI front-ends, database (MSSQL).
- Technical writing skills.
- Coaching / training experience.
- Systems engineering nous – able to work at both system and detail levels, and with third party suppliers.
- Knowledge of Cloud deployed systems (e.g. Microsoft Azure).
Other Information
- There may be an infrequent need to travel to customer or partner sites worldwide, sometimes at short notice.
- Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours.
- Will need to hold, or be able to successfully apply for, UK security clearance (NPPV3).
Education & Background
- The successful candidate is likely to have higher education qualification in science or technology subjects. A degree level qualification is desirable.
- The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
- Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.
- Experience of system engineering would be advantageous, as many of our solutions include multiple components and interface with third party products.
Reporting into: Manager, Technical Support.
Job type: Individual Contributor.