5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. This range is provided by Natterbox. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range $60,000.00/yr - $60,000.00/yr This role is the first interface into Natterbox Support and is critical to ensuring customers receive the most timely response and resolution to their issue. You will be providing technical support, administration and user education for all Partners and Customers of Natterbox. The position requires an excellent ability to multi-task, problem solve and provide clear and timely feedback to clients in all sectors.

This is an excellent role for a motivated individual looking to build and progress on experience already gained elsewhere. You will love talking to customers and looking at ways to increase first call resolution.

Responsibilities

Work shift patterns as required Take all inbound customer queries from telephone, Chat and the CRM system All calls to be dealt with in accordance with SLA's and appropriate first call resolution or escalation paths Respond to and update customers in a timely manner, keeping them informed of the status of their case Ensure all customer details are correct and interactions are properly detailed within CRM. Troubleshooting of Hosted PBX, Mobile, and third party network issues remotely Contribute to Knowledge Base articles

Personal Attributes

Essential:

Self-starter able to make progress with minimal supervision A keen interest in new and upcoming technology Enjoys talking to and dealing with customers Underlying drive to learn new things, constantly striving to improve knowledge Demonstrate flexibility with daily work patterns Excellent attention to detail Have a "can do" attitude and be willing to work on adhoc projects and tasks as required

Desirable:

Active interest in communications and IP technologies Pragmatic problem solver

Requirements

Essential:

At least 1 years' experience in a Customer facing helpdesk role Good with IT Basic understanding of networking (Routers, wifi etc) Analytical and logical Enjoys troubleshooting Possess excellent interpersonal, written and oral skills Ability to work within a team environment with good communication skills and a good sense of humour Able to multitask, prioritise and work within tight time scales Experience working in a CRM environment

Desirable:

Experience of supporting cloud technologies or telecoms Experience in a VOIP Service Provider/ Telco environment Working knowledge VoIP including SIP, RTP and WEBRTC protocols Knowledge of standard PSTN and Mobile telephony networks Understanding of networking such as Firewalls, DHCP, NAT and DNS

Benefits

25 days annual leave, increasing to 30 after 2 years Health insurance - immediately upon joining Retirement (401K) contributions - upon the completion of trial period Staff-referral programme Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Customer Service Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Natterbox by 2x Sign in to set job alerts for Customer Support Engineer roles. Chicago, IL $50,000.00-$75,000.00 1 week ago Chicago, IL $80,000.00-$105,000.00 4 days ago Chicago, IL $91,000.00-$115,000.00 2 weeks ago Chicago, IL $81,000.00-$96,000.00 5 days ago Chicago, IL $65,000.00-$75,000.00 1 week ago Chicago, IL $110,000.00-$125,000.00 3 weeks ago Chicago, IL $50,000.00-$80,000.00 2 months ago Chicago, IL $50,000.00-$70,000.00 2 weeks ago Chicago, IL $55,000.00-$70,000.00 1 week ago IT Service Desk Escalations Engineer - Tier 3 (ONSITE) Downers Grove, IL $80,000.00-$100,000.00 9 months ago Chicago, IL $60,000.00-$75,000.00 3 weeks ago Lisle, IL $73,100.00-$117,000.00 1 week ago Chicago, IL $60,000.00-$75,000.00 1 week ago Chicago, IL $50,000.00-$80,000.00 2 months ago Schaumburg, IL $80,000.00-$100,000.00 3 weeks ago Chicago, IL $110,000.00-$120,000.00 2 weeks ago Team Lead & Sr. Application Support Engineer Gary, IN $165,000.00-$200,000.00 4 days ago Technical Engineer - (IT-User Support Services) Team Lead & Sr. Application Support Engineer Chicago, IL $165,000.00-$200,000.00 1 week ago Chicago, IL $140,000.00-$175,000.00 1 week ago Chicago, IL $140,000.00-$175,000.00 5 days ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr