Job Title: Senior Support Lead - London - Video Conferencing

Salary: Competitive

Location: London

Job Description

The primary responsibilities of this position relate to customer support for both internal servers and end user clients on Windows, macOS, Linux, Android and iOS.

Customer support will be provided via email tickets, telephone support and live video support via the platform. As a Support Lead you will have a hand in growing and shaping the support department.

The successful candidate will possess a high degree of self-management, be able to take ownership and work independently, recommend suitable solutions, be personally accountable for project delivery and systems stability, have strong business acumen, and have excellent all-round communication skills. Working in a fast-paced environment with a small group of dedicated and talented individuals, you will have a chance to make a real difference in an organisation that values team member input and firmly believes that work should be challenging and fun.

Key Skills & Expertise

Key Responsibilities:

  • Provide tier 1 support via email, telephone and video conference provide escalated support for third party tier 1 support

  • Assist in user training via video conference or at customer site create and update product documentation and maintain a customer support portal analyze error reports to help troubleshoot customer issues

  • Work with the QA department to identify bugs and verify bug fixes

Requirements:

  • 4+ years’ experience in Customer Support

  • Strong working knowledge of video conferencing products windows, Linux, macOS, iOS and Android

  • Administration and troubleshooting skills

  • TCP/IP network and firewall troubleshooting skills

  • Knowledge of Amazon Web Services, EC2 and CloudWatch

  • Strong problem-solving skills, highly motivated, and passionate about quality

  • Adaptable and flexible to the work environment

  • Able to handle multiple tasks concurrently

  • Knowledge of Zoho Support suite preferred

If you are interested in this opportunity, please apply below or you can call 0203 457 0900 and ask to speak to David East to find out more.

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