Job Description

Company Description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We have a comprehensive portfolio of technology products and services that gives our partners the competitive advantage to build bigger and more successful businesses by providing their customers with the best solutions and customer experience possible.

We value diversity and inclusivity above all else, creating an environment where our team members can be their whole selves, every day. We believe that by embracing different perspectives and backgrounds, we can truly make a difference and shape a better future.

Are you ready to join us in our mission to supercharge UK business growth through technology enablement?

• Department: Operations
• Salary: \xc2\xa335,000-\xc2\xa340,000 per annum D.O.E + Comprehensive benefits package
• Location: Remote

Role Overview

The main purpose of this role is to provide customer support in the form of telephone, email, and remote dial in within an ITIL framework for software applications and products developed by Giacom. To provide the best billing and provisioning support to customers via remote training, on-site training, knowledgebase videos and live chat promptly and effectively. The role is focused on providing the next level support which will include process improvements and best practise on billing, the focus will be on supporting the customer and not just the products. CXT engineers will also be expected to provide data migration, configuration, and on-boarding to new customers.

Responsibilities & Accountabilities

• Implementation of new aBILLity billing / WLR3 systems for new customers in accordance with Giacom guidelines.
• Migration of existing customer database into the aBILLity platform, parallel bill run and testing to ensure a good level of accuracy against the existing platform.
• Provide general consultancy on all aspects of Giacom products.
• Provide support during customers initial bill run(s).
• Provide hand holding support for new customers as they become familiar with Giacom products.
• To maintain the highest level of customer service for all support queries and adhere to service management principles.
• Act as the main point of contact for phone, email and live chat enquiries and requests from staff or customers.
• Receiving, logging, and managing calls via telephone and email.
• Ensure cases are resolved within the relevant SLA target.
• Monitoring the status and progress of cases assigned to the CXT Group.
• Escalating the process as necessary per established escalation policies.
• Raise cases where required in Service Desk.
• Detection of possible problems and the notification of such to aBILLity support and the problem team.
• Participation in audit activities related to the Request, Incident and Change Management process.
• Contribute to and drive forward all Service Improvement Initiatives.
• Provide assistance to other areas of Support when required.
• Work with other departments to enhance and develop Giacom products and services. This could take form as idea sharing, functional \xe2\x80\x98front end\xe2\x80\x99 testing or taking part in focus groups.
• To preserve information security, report security breaches, in line with the Information Security Policy and to act in accordance with the requirements of the Information Security Management System.

Qualifications

• Experience working with aBILLity.
• Good understanding of the telecommunications industry.
• Experience in training, or the ability to confidently guide customers.
• Passion for delivering excellent customer service and being able to determine customer needs.
• Excellent verbal and written communication, and organisation skills.
• Self-motivated and driven, with the ability to multitask and respond well under pressure.
• Ability to manage time and prioritise work effectively.
• Commitment to service improvement with a customer focused attitude.
• Knowledge and experience of working with Microsoft Office packages.

Additional Information

Firstly, we believe in giving you the freedom to be yourself. Say goodbye to rigid dress codes and embrace your individuality. We encourage you to be yourself at work, allowing you to thrive in an environment that celebrates your uniqueness.

We believe in equality and diversity. As an equal opportunities and disability confident employer, we encourage applications from all eligible candidates, regardless of their background. We embrace diversity and believe that a rich variety of perspectives strengthens our team and leads to greater innovation.

If you\'ve read our advert and it has sparked your interest in joining the Giacom team, but you\'re still unsure if it\'s the ideal fit for you, don\'t hesitate to apply expressing your interest. We would be delighted to hear from you and have a conversation about all the exciting opportunities we have to offer. Your exploration of possibilities starts with reaching out to us, and we can\'t wait to connect with you.

And the Giacom benefits\xe2\x80\xa6?

From 25 days of holidays, to a pension plan, we\'ve got you covered. And here\'s a special treat \xe2\x80\x93 you\'ll enjoy an additional day off around your birthday.

We care about your well-being and engagement. That\'s why we have a dedicated team focused on ensuring your well-being and satisfaction at work. We want you to feel supported and empowered every step of the way.

Recognition is important to us. We believe in acknowledging your hard work and achievements. That\'s why we organise team and industry events to celebrate your successes and foster a sense of camaraderie among our team members.

We also provide an Employee Assistance Programme, helping you maintain your well-being and providing support when you need it. Professional development opportunities are available to help you achieve your personal goals, and we even offer eye care vouchers and discounted Medicash membership.

So, if you\'re looking for a rewarding career with a market leader that values you and provides a range of incredible benefits, look no further. Join us at Giacom and embark on a journey of personal and professional growth. Take the first step by applying today and discover the exciting opportunities that await you.

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Giacom