Technical Support Engineer UK
Description
Ringover Group is a CCaaS solution provider and European telephone operator since 2005.
A French scale-up in hypergrowth, still managed by its founders, adopted by more than 10,000 customers,
Ringover is on its way to becoming the next French unicorn by 2024.
Our vision: to revolutionize corporate telephony and transform it into a global and modern productivity tool, focused on customer relations, thanks to our 100% Cloud communication solution integrating telephony, video conferencing, SMS and collaborative messaging: Ringover was born!
The key: an end-to-end technological control, a simple and ergonomic interface integrated to the companies’ business software and an efficient performance management thanks to statistical and supervision tools.
We continue our international development: after the United Kingdom and Spain, we have launched the conquest of the United States with the ambition of making it our first market!
Mission
We are looking for a Support Engineer with a technical approach to deliver the highest level of
support to our clients. We are looking for a candidate who has a strong client focused mindset, likes
a challenge!
Working closely with the Lead Technical Support, based in Paris, France, your mission is to provide
support to Ringover clients based in the UK.
Daily task may include and not limited to
● Project implementations
● Daily support functions via email and via phone channels
This person will also be responsible for receiving requests for assistance or issue reports from
Ringover users, performing an initial analysis, and invoking the proper support mechanism, in line
with Ringover policies.
This position is for you if...
● You are curious and have an insatiable appetite to understand customers’ challenges and are a natural problem solver
● You want to be a part of a growing team with clear career progression opportunities
● You enjoy working in a cross-functional environment with our operations, sales, engineering, product teams - and more to provide product feedback to ensure customer success
● You like to hit the ground running and make an impact early on
● You are flexible and responsive to changing external conditions
● You are bold, hard-working, and an inner drive to exceed targets
● You are tech-savvy.
Major responsibilities :
● Must have strong experience with the most recent versions of Microsoft Windows, and MacOS.
● Have intermediate knowledge of iOS, iPadOS, and Android mobile devices.
● Acts as a technical point of contact for all employees and assists in analyzing problems and coordinating resolutions for end users and IT teams; utilizes ticket tracking system to document, track and monitor issues.
● Be available off hours for scheduled maintenance, critical update releases…
● Build strong relationships with customers to improve CSAT.
● Meet the SLA's and KPI's as defined in the service contracts
● Lead and conduct Continuous Improvement processes through analysis of issues coming from the field.
● Acting as a technical lead for other Support Engineers as part of providing close support to Enterprise customers
● Provide answers to customers by identifying problems, researching answers, guiding customers through corrective steps
● Work closely with the Customer Success, Product and R&D teams to resolve customer issues
Profil
Required skills and attributes :
● Minimum 2- 3 years of related IT support and helpdesk experience in a fast-paced environment.
● Overall strong technical background and project management skills are required.
● Demonstrates ability to learn new software, understand technical information, and communicate it to others using clear, concise, and user-friendly language.
● Understands networks, firewalls, server dependencies, TCIP, subnets, and databases...
● Must speak English + ideally a second language (french or spanish)
● Must be authorized to work in the United Kingdom without company sponsorship now or in the future.
● Ability to manage multiple clients at once
● Flexibility to travel as required
Whats on offer:
● Join a fast growing company with career progression
● 28 paid holidays (includes UK bank holidays)
● Hybrid working environment from our offices in Liverpool Street
● Laptop, headset and other work equipment provided
● Onboarding done at Ringover’s Head office in Paris
● Trips to visit our Paris HQ for training and company events
● £200 towards your London travel every month!
Salary - Circa £45k -50K BASE Depending on experience