Ccaas Support Specialist

3 weeks ago

Johannesburg, South Africa TechQuarters Full time

Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 4,000 organisations in a wide range of sectors - including financial, health and education, travel and accommodation, and public services - by sourcing deploying and supporting locally the very best cloud solutions.

Babble’s growth over the last few years is one of the big success stories in its industry. This is demonstrated by the private equity investment of Graphite Capital in November 2020 - which was supported by reinvestment from LDC and management - to accelerate the buy and build strategy for the business. Annual revenue has rapidly grown to £40m - over 90% of which is recurring. It has over 25,000 cloud-based users, 34,000 mobile connections and 4,000 CCaaS supported agents.

**CCaaS Support Specialist**

**The Purpose of your role**

Babble Contact - increasing customer engagement by enabling quality, positive, productive, and ultimately more profitable conversations with our customers

Babble Contact is on the hunt for a capable CCaaS Support Specialist to join our ever-expanding team as we continue our rapid growth journey deploying hosted CCaaS solutions into the EMEA market supported by our partners.

**Key Responsibilities**

Responsible for providing 1st line technical support by evaluating, investigating and resolution of support tickets to our CCaaS customer base ensuring timely resolution to maintain and exceed customer satisfaction in line with our SLA’s. You will handle several support tickets simultaneously, providing expert recommendation/advice/support in a technical and supportive role within a fast paced, deadline driven environment.
- Provide technical support to all Babble Contact customer base
- Provide adhoc product training on new accounts and migrating clients as part of project plans from legacy systems
- Follow ITIL processes
- Raising system faults and call quality termination ticket escalations via CRM to 3rd line support/network operations teams
- Handling business critical faults for platform outages
- Routinely test potential platform bugs, fixes and new features
- Taking ownership of support cases, where an initial resolution was not provided and has exceeded the service level agreement
- Replicating and troubleshooting client issues via remote sessions
- User acceptance testing
- Escalate cases requiring higher level of intervention or of a critical nature
- Liaison/generate/escalate support requests into 3rd party partner support teams for assistance where applicable
- Provide excellent customer service and adopt a professional manner at all times with colleagues, customers and maintain strong working relationships

**What good looks like for this role**
- Prioritise multiple responsibilities and deliver on commitments, must be comfortable working in a fast-paced dynamic environment
- Ability to operate with mínimal guidance; must be able to exercise sound judgement and decision making in challenging situations
- Solid organizational skills including attention to detail and multi-tasking capabilities
- Ability to work under pressure and respond to tight deadlines
- Ability to use own initiative and work in a methodical manner
- Passionate about customer satisfaction, ensuring that a high level is maintained at all times

**Requirements for the role**
- Working knowledge of VoIP, IVR/VR and call centre practises
- Minimum 2-4 years’ experience in implementation, technical support and/or configuration experience in a cloud computing or telephony environment
- Strong knowledge of internet technology, hosted solutions (SaaS), VoIP, IVR and call centre skills/practises
- Working knowledge of CRM systems

**What you also need to know**

Training on our products and internal processes will be provided.

**Why would you work at Babble?**
- Competitive salary
- 9-day fortnight (we are currently trialling this)

We are changing the way our space works by innovation. Why wouldn’t you want to be part of that?

**The recruitment journey**

We want to fill this role quickly, but we want to get the right person for the role. The recruitment process will consist of a screening call with the recruiting manager. If you proceed past this then you will have a video interview with the recruiting manager and one of the Executive Leadership Team

**Job Types**: Full-time, Permanent

  • Ccaas and Telephony Integration Architect

    3 weeks ago

    Johannesburg, South Africa e-Merge IT Recruitment Full time

    This high-tech customer intelligence business is currently on the lookout for an experienced CCaaS and Telephony Integration Architect. The primary focus of this position will be to identify and unpack integration opportunities with complimentary technologies, and to share knowledge across technical and cross-functional teams. The company itself is defined...

  • Ccaas and Telephony Integration Architect

    2 weeks ago

    Johannesburg, Gauteng, South Africa e-Merge IT Recruitment Full time

    This high-tech customer intelligence business is currently on the lookout for an experienced CCaaS and Telephony Integration Architect. The primary focus of this position will be to identify and unpack integration opportunities with complimentary technologies, and to share knowledge across technical and cross-functional teams.The company itself is defined by...

  • Ccaas Sales Specialist. Emea

    4 weeks ago

    Johannesburg, South Africa Cisco Systems Full time

    Recruiter to add new CCaaS skills U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating...

  • Service Delivery Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Digital Marketing Specialist

    2 weeks ago

    Johannesburg, South Africa ADvTECH Support Office Full time

    **Overall Purpose of the Job**: The Brand Digital Marketing Specialist role has been created to increase skillset and capacity in the Digital Marketing space within the brands and brand-groupings. The Digital Marketing Specialist’s role is to design, create, and deliver on Digital Marketing activities to support expansion and growth of the brands and...

  • Digital Marketing Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa ADvTECH Support Office Full time

    Overall Purpose of the Job:The Brand Digital Marketing Specialist role has been created to increase skillset and capacity in the Digital Marketing space within the brands and brand-groupings.The Digital Marketing Specialist's role is to design, create, and deliver on Digital Marketing activities to support expansion and growth of the brands and brand...

  • Regulatory Support Specialist

    4 weeks ago

    Johannesburg, South Africa Sanlam Full time

    **What will you do?** **Santam Specialist Business** has a career opportunity for a - **Regulatory Administrator **in our Specialist Regulatory team who will be - ** based in Johannesburg.** The Specialist Regulatory team provides support services to the businesses to ensure adherence to regulatory requirements at an operational level.To engage and support...

  • Regulatory Support Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Santam Full time

    CAREER OPPORTUNITYSantam Specialist Business has a career opportunity for a Regulatory Administrator in our Specialist Regulatory team who will be based in Johannesburg. The Specialist Regulatory team provides support services to businesses to ensure adherence to regulatory requirements at an operational level. Role PurposesTo engage and support with various...

  • Customer Onboarding Support

    4 weeks ago

    Johannesburg, South Africa TechQuarters Full time

    Babble is a leading technology business that is reimagining how we do work. Founded in 2001, the company works with over 4,000 organisations in a wide range of sectors - including financial, health and education, travel and accommodation, and public services - by sourcing deploying and supporting locally the very best cloud solutions. Babble’s growth over...

  • Regulatory Support Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Sanlam Full time

    What will you do?Santam Specialist Business has a career opportunity for a- Regulatory Administrator in our Specialist Regulatory team who will be- based in Johannesburg. The Specialist Regulatory team provides support services to the businesses to ensure adherence to regulatory requirements at an operational level.To engage and support with various...

  • IT Technical Support Specialist

    3 weeks ago

    Johannesburg, South Africa Kontak Recruitment SA Full time

    Edenvale, Johannesburg - Information Technology **IT Technical Support Specialist (On-Site) (JB3233)** **Edenvale, Johannesburg** R25 000 per month **Duration**: Permanent **Overview** - We are currently assisting our client, a prominent player in the ICT solutions field, in their search for a highly skilled and dedicated IT Technical Support Specialist...

  • IT Support Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa beBee Professionals Full time

    BeBee Professionals is looking for an experienced IT Support Specialist to join our team in Johannesburg.The successful candidate will be responsible for providing technical assistance and support related to computer systems, hardware, or software. They will respond to queries, run diagnostic programs, isolate problems, and determine and implement...

  • Technical Support Specialist

    4 weeks ago

    Johannesburg, South Africa Perssol Full time

    **Company Description** PersSol (Pty) LTD is a provider of recruitment/human resources services to multiple industries in South Africa. The company has a national footprint and is committed to delivering the best talent to clients' organizations and their staffing requirements. **Role Description** This is a full-time on-site role for a Technical Support...

  • Internal Communications Specialist

    3 months ago

    Johannesburg, South Africa ADvTECH Support Office Full time

    Assist with the development of a brand strategy to maintain brand visibility and brand equity - Ensure brand consistency internally and externally across all mediums - Assist with the management of internal and external Corporate Communications and PR Strategy - Assist in identifying new market opportunities based on solid market research and profit...

  • IT Infrastructure Support/specialist

    3 weeks ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 72240 **Job Type** - Temp Contract **Job Title** - IT Infrastructure Support/Specialist **Computer Skills** - CompTIA,Ms Office **Industry** - Web Hosting **City** - Johannesburg **Province** - Gauteng- Responsibilities:- Technical Support: - Provide technical assistance to end-users, addressing hardware, software, and network-related...

  • Travel Specialist Support

    4 weeks ago

    Johannesburg, South Africa MORE Family Collection Full time

    The Travel Specialist Support provides administrative support to the Africa Travel Specialist team throughout the bookings, confirmation, and travel stage of a guests holiday. They are aligned to 2-3 Africa Travel Specialists and are responsible for assisting in all administrative details pertaining to a travel itinerary and the accompanying travel...

  • Travel Specialist Support

    2 weeks ago

    Johannesburg, Gauteng, South Africa MORE Family Collection Full time

    The Travel Specialist Support provides administrative support to the Africa Travel Specialist team throughout the bookings, confirmation, and travel stage of a guests holiday. They are aligned to 2-3 Africa Travel Specialists and are responsible for assisting in all administrative details pertaining to a travel itinerary and the accompanying travel...

  • Travel Specialist Support

    3 weeks ago

    Johannesburg, South Africa MORE Family Collection Full time

    The Travel Specialist Support provides administrative support to the Africa Travel Specialist team throughout the bookings, confirmation, and travel stage of a guests holiday. They are aligned to 2-3 Africa Travel Specialists and are responsible for assisting in all administrative details pertaining to a travel itinerary and the accompanying travel...

  • Support Specialist

    4 weeks ago

    Johannesburg, South Africa WePlace Full time

    Gauteng, JHB - Northern Suburbs - Market - Related Annually Basic Salary Our client, one of South Africa’s Largest Bank’s is looking for a Support Specialist to join their dynamic team. **Purpose Statement**: - Co-ordinate, investigate and provide timely feedback on incoming E-Channels related queries received from the Business Support Centre (BSC) and...

  • Technical Support Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Perssol Full time

    Company DescriptionPersSol (Pty) LTD is a provider of recruitment/human resources services to multiple industries in South Africa. The company has a national footprint and is committed to delivering the best talent to clients' organizations and their staffing requirements.Role DescriptionThis is a full-time on-site role for a Technical Support Specialist...