Technical Operations Executive - London, United Kingdom - PiPcall

Description

We are the everywhere phone system for the everywhere office - on a mission to empower business mobility.
The primary focus of the PiPcall operations team is the customer. Our key objective is to ensure that PiPcall always delivers an excellent level of service to its customers.

We achieve this by responding promptly to technical issues, working hard to investigate and resolve those issues and, where necessary, effectively escalating, monitoring and closing tasks that cannot be completed by the operations team alone.

There is an element of customer account support as well; handling billing enquiries, pre
- and post-sales, and onboarding.


Ideally you will have:

• Deliver excellent customer service
• Provide pre

- and post-sales support both to members of the sales team and to potential customers

• Setup and maintain the telephony features of PBXs mentioned above (Bicom PBXware preferred)
• Provision and configure end user telephony equipment (Yealink preferred)
• Work with mobile devices and apps
• Understand common telecommunication industry standards, methods and procedures
• Engage with our telephony engineers and the inhouse IT development team to resolve issues and develop new customer features
• Confidently explain technical concepts

Your day-to-day includes:

• Ensure that customer support queries are dealt with effectively
• Providing ongoing remote support to customers
• Logging, escalating and managing issues and tasks
• Maintaining good customer relationships
• Ordering additional equipment/connectivity
• Onboarding new customers
• Delivering moves and changes for example by setting up new DIDs, ring groups and announcements
• Working closely with our telephony engineers and IT development teams to solve issues
• Resolving billing and account enquires
• Assisting with the design and implementation of appropriate solutions that meet customers' needs
• Following and enhancing existing development and operational processes
• Taking and maintaining ownership of assigned projects
• Creating detailed documentation

Other Useful skills would be:

• Experience with cloudbased service provisioning systems, such as Gamma, Bandwidth, Twilio or payments providers
• Understanding of porting processes for geographic, mobile or international phone numbers
• Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fastpaced environment
• Familiarity with CRM systems, Microsoft Dynamics preferred
• Proficient in the use of MS Office Products

Ideal Interpersonal ability:

• Ability to understand technical problems, break them down into manageable parts and find creative solutions to resolve them
• Good interpersonal, oral and written communication skills
• Proactive, energetic and positive approach to work
• Ability to work independently, ability to be a collaborative team player, and to find a balance between the two
• Selfmotivated and successful at working in a flexible startup work environment
• Excellent attention to detail
• Able to influence and persuade others to follow the best design direction
• Passionate about technology

Compensation & Benefits

• Salary £28£35k experience dependent
• 25 days + bank holidays
• Pension

-
Hybrid:You will need to be willing to work from the London office with flexibility of working from home


Hours: 9am

• 6pm excluding lunch break (you may be required to work some bank holidays)

Location:
N12, North Finchley


Our Interview Process:

Informal chat with our Recruitment Co-ordinator followed by a chat through your experience(s) with our Customer Success Manger online via zoom, and finally an in person meetingwith other team members.

PiPcall are not using external recruitment agencies for this role.

What's in it for you?

Work with a team supporting a cloud telephony product that is coming into its own in our post pandemic world.

We're also better for the planet, reducing the need for unnecessary fixed and mobile hardware, saving precious natural resources and conserving energy.

This is a great opportunity to take, shape and potentially become a future leader within our growing business.

You'll also be helping to shape the future of modern workforces, equipping businesses with new options to communicate with remote staff and customers, releasing IT Managers from the pain of managing mobile handsets and giving employees back control of their work life balance.

Why PiPcall?

Our engineering team DNA includes telecoms, media and even astrophysics with notable achievements (and patented) success in video-streaming, cloud-based communications and financial services software.

We are a blend of grounded technology enthusiasts guided by commercially proven entrepreneurs who have successfully navigated both start-up and corporate worlds.

Our culture is small and dynamic where unorthodox ideas meet intelligent debate and growth mindsets make anything possible through