Ccaas Support Specialist

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 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

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