Job Vacancies

If you are interested in joining our committed team, please see our current vacancies below for further information and details on how to apply.  If there are no suitable vacancies at present, or if there are no vacancies shown below, you are welcome to submit your CV here and give details of what area/s you are interested in. We will hold your CV for up to six months.

1st Line Customer Support Advisor - IT (OPEN UNTIL FILLED)

Salary range: £17,697 - £19,534 per annum (pro-rata if part-time)

London based social business providing leading IP video relay interpreting service for deaf people in the UK is
looking for a 1st Line Customer Support Advisor. To provide level 1 customer support and technical assistance for
the video contact centre. This is a 37.5 hour per week, full-time position (part-time negotiable, salary will be prorata)
based in Blackheath, South-East London.

The main duties of the successful candidate will include:
Desktop support

● To provide 1st line technical support; answering support queries via online chat, phone and email.
● To support users on-site and remotely.
● To maintain an accurate database for customer service in relation to support queries and adhere to customer service quality principles.
● To take ownership of service user problems and be pro-active when dealing with service user issues.
● To log all calls on the call logging system (SalesForce database).
● Respond to enquiries from customers and help them resolve any hardware or software problems.
● Maintain a log of any software or hardware problems detected.
● Support users in the use of supplied and/or third party equipment by providing necessary training and advice.
● To escalate more complex calls to the IT and Customer Services Manager and/or our external contractors and follow up to ensure a full solution.
● To liaise with customer's IT support personnel to ensure external technical support where problems cannot be resolved in-house.

Other support

● Liaise with the Sales team with regard to new customers and services
● Carry out daily customer systems checks, reporting to IT and Customer Services Manager where necessary.
● Produce monthly reports on SignVideo interpreters, SmartCaptions operators and/or customers’ issues and solutions.
● Update customer configuration files.
● Ensure accuracy of provisioning of hardware and/or software and test in-house prior to dispatch.
● Carry out in-house system testing of our networks – both internal and external on a regular basis.
● Be responsible for in-house system back-ups.
● Carry out research and testing of new products and software and reporting back on the findings.
● Carry out any other reasonable IT and/or customer service functions as directed by the IT and Customer Services Manager.

The ideal candidate will have:

● Previous customer support (face to face, online and/or telephone) experience.
● Excellent telephone and/or online manner.
● Working knowledge of IT networks and systems (i.e. Windows, SBS and Server 2003).
● Experience with Windows, SBS and Server 2003 operating systems desirable.
● Some TCP/IP experience desirable.
● Basic understanding of PC hardware set-up and configuration.
● Hands on approach and a willingness to learn.
● Flexible, pro-active approach.
● Ability to communicate in sign language is essential so it is a must that any non-signers agree to acquire Level 2 in British Sign Language within 24 months of starting.

Please email your CV together with a covering letter here

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