Posted Jan 07, 2022 97 views
At Primo Dialler (Birmingham, Jewellery Quarter) we are an ambitious, dynamic and award-winning dialler company that works very closely with our customers to deliver the very best in dialler solutions. We don’t believe in ordinary. We like to go that little bit extra and design our solutions to be innovative and ground-breaking. The customer is at the forefront of everything we do.
About the Role
PrimoDialler is hiring a Head of Customer Support. The successful candidate will work with all areas of the business but primarily leading the support team, helping our clients with the platform and the features it has to offer.
Your core focus will be working with, leading and training your support team whilst being mindful of our KPIs and SLAs. You’ll work actively with our customer and partner portals to ensure that quality is upheld.
Roles and Responsibility
• Provide team training and performance feedback, whilst being the voice of the customer and relaying back important information to other internal departments.
• Closing tickets and working with your team to reach CSAT and SLA targets.
• Proactively find system weaknesses and feedback to the appropriate party.
• Develop a deep understanding of customer business processes and how PrimoDialler can
Help implement them.
• Establish strong relationships with new customers and deepen relationships with existing.
• Work with our Cloud Switch and providers to ensure the best service available for our customers.
• Maintain, support and advance the Primo infrastructure.
• Make executive decisions that impact customer and partner relationships.
Essential Skills
• Strong understanding of soft switches (Class 4 & 5)
• Knowledge of the Data Protection Act 2018/General Data Protection Regulation.
• Deep understanding of the SaaS industry with a minimum three years industry experience.
• Ability to work under pressure, unafraid of difficult phone calls and/or meetings with the proactivity to implement post-solutions to platform problems.
• Professional approach followed by a strong understanding of English language to craft friendly, personal and professional messages.
• Deep understanding of VOIP, SIP, SDPs, and RTP.
• Excellent communication skills to work with remote workers and our oversea teams.
You will be working from our head office, based in Jewellery Quarter, Birmingham.
Desirable Skills
• Ability to review information from a number of sources and make calculated decisions that lead to long-term success.
• Knowledge of call Centre, operations and understanding of CRMs.
• Understanding of telecommunication laws across the world.
• Intuition to prioritize and escalate issues when necessary, along with delegating tasks to First and Second Line support teams.
What we’d love
• Knowledge of customer support frameworks and how they fit into improving the organization as a whole.
• Experience and understanding of what a dialler is and how they work. Previous practical usage is desirable.
We look forward to receiving your application!
Skills
Job Details
Primo Dialler
Software House
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