Secure Customer Support Center Advocate

Company Profile

New Era Technology’s family of companies have been in business for 50+ years.

New Era Technology and our family of companies have served as a longtime multi-discipline technology integrator and adviser to customers around the globe by providing end-to-end technology solutions and services. Over the last several decades New Era has developed strong partnerships with leading technology vendors and manufacturers to become their partner of choice. Today, New Era continually seeks strategic partnerships and opportunities to expand its presence as a trusted adviser throughout the world.

Corporate Value

At New Era Technology, our culture is developed from how we run the company every day. At the core is our devotion to relationship building, which includes commitments to our employees, customers, and partners through upholding the highest standards in ethical and social behavior, acting with integrity, and complying with policies that support those actions. Our guiding principles are founded on Dedication, Innovation, and Trust.

New Era Technology has 80 locations worldwide in the Americas, the United Kingdom, APAC, and Europe.

With over 4,500 employees, New Era is comprised of the finest team of Engineers, Designers, Installers, Technicians and Sales Professionals, who provide hands-on collaborative consultation backed by industry training and certification, to deliver dynamic solutions for our customers.

Role

The Secure Customer Support Centre (CSC) Advocate provides best in class customer service and technical support to New Era clients using our video conferencing and collaboration services. Demonstrating exceptional customer service skills (presentation, written and oratory) and a commitment to deliver optimal customer experience; the position provides user support by diagnosing, isolating, and resolving any technical issues and queries encountered by our customer base across our audio/visual collaboration products. The Secure CSC Advocate will partner with our technical resources to provide customers with industry leading service and support.

Requirement:

• You must have or be able to obtain SC clearance
• UK resident for a minimum of 5 years

Salary

• £23,000- £26,000 per annum

You will report to the UK Operations Team Leader and will be responsible for:

Duties and Responsibilities

• Deliver best in class customer experience with dedication and enthusiasm
• Meet and exceed Service Level Agreements for respective customers
• Provide 1st line technical support for audio-visual deployments at our customers facilities
• Provide 1st line technical support for video conferencing technologies (i.e.  Cisco WebEx, Zoom, Poly, Blue Jeans, Microsoft Teams, Skype for Business)
• Responsibility to keep current with new products and learn legacy products
• Provide conference production services to Fortune 500 accounts
• Open / close detailed cases (trouble tickets) in CRM system for all reported / observed end user issues, in accordance with established KPIs
• Present a positive and empathetic demeanour in dealing with all customer issues – ensuring all interactions with customers demonstrate a customer-focused attitude
• In accordance with ISO27001, you are required to abide by our security policy
• Part of a 24/7 Global Support team – working 5 x 8hr shifts each week including some weekends and public holidays within the team’s rotation

Training

• Provide customer product training remotely as part of the onboarding process
• Provide training and assistance for internal staff when requested

Skills and Experience:

• Excellent customer issue resolution capabilities
• Demonstrated technical, network and general problem-solving capabilities
• Experience in the troubleshooting or installation of audio-visual and control systems
• Knowledge of visual collaboration networks is an asset
• Basic knowledge of video conferencing infrastructure technologies
• Strong general computer and MS Office skills

Personal Attributes:

• Exceptional customer rapport and relationship development capabilities
• Professional demeanour, strong interpersonal skills
• Independently motivated, focused and driven to achieve desired performance
• Team player, works collaboratively with peers achieving excellence together to deliver KPIs
• Highly organized, proficient in coordination and multi-tasking
• Driven and enthusiastic learner who’s always looking to improve and develop
• Good analytical skills - must be resourceful and creative with solutions
• Detailed oriented
• Ability to take personal initiative
• Punctual

Other:

• The position is based at our Slough office with flexibility of working remotely
• Standard hours of work are an 8 hour shift between the UK centres operational hours: 07:30-18:00
• All standard New Era benefits apply