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.

The main purpose of the Customer Experience Engineer 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. 

CX engineers will also be expected to provide data migration, configuration, and on-boarding to new customers.

*Please note - this role is available on a 12m Fixed Term Basis*

What you'll be doing

• Implementation of new Abillity billing systems for new customers
• 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 Zendesk.
• Detection of possible problems and the notification of such to Abillity support and the problem team.

Skills & Experience 

• To be successful in this role, prior experience working with Abillity is essential
• 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

What's in it for you?

• Flexible working.
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.