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71-75 Shelton Street. Covent Garden.
London WC2H 9JQ. United Kingdom
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Job openings
We are hiring.
Do you have a desire to start a new career path in IT but dont know where to take your first step.
To excel at this position, you should be a natural helper, enjoy assisting people with technical issues and are able to explain technical details in a simple matter of fact manner. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical issues.
- Exceptional empathy and customer care expertise.
- Must have the ability to work a flexible schedule.
- Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.
- Excellent written and verbal communication skills, with at least 1 year of experience in customer support (chat, voice, email) working with direct consumers (B2C).
- Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way.
- Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills.
- Deep knowledge in Video Conferencing, Voip + SIP, video streaming architectures and its market offerings.
- Own end-to-end resolution of customer issues and questions to ensure customer satisfaction.
- Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations.
- Follow proper diagnosing, escalation and security procedures.
- Provide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Communicate with customers through voice, chat and email channels.
- Independently identify, troubleshoot, document, categorize and resolve customer issues.
- Communicate bug fixes and new product enhancements to customers.
- Provide prompt and accurate feedback to the customer.
- Ensure all issues are properly logged into the appropriate data base.
- Able to prioritize and manage several open issues at one time.
- Follow up with the customer to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.