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Natterbox
Customer Support Engineer

Customer Support Engineer

On site

Belfast, United kingdom

Full Time

05-05-2025

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Job Specifications

Who we are

Natterbox is revolutionising the way the world works by delivering business telephony via the cloud and our growing customer base would agree! Almost 600 organisations worldwide rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency, competitive advantage, and organisational success.

As the initial point of contact for Natterbox Support, you'll play a crucial role in ensuring timely and effective resolutions for our customers. You'll provide technical support, administration, and user education to both our partners and end-users. This role requires strong multitasking, problem-solving, and communication skills to deliver clear and timely feedback.

If you're a motivated individual eager to expand your technical expertise and enjoy customer interaction, this is the perfect opportunity to grow your career and contribute to our customer success.

What you'll do?

Provide exceptional customer support through various channels (Phone, Live Chat, Email, CRM).
Efficiently resolve customer issues, adhering to strict SLAs.
Keep customers informed about case status and resolution progress.
Maintain accurate and up-to-date customer records in CRM.
Troubleshoot complex technical problems related to Hosted PBX, Mobile, and third-party networks.
Enhance the knowledge base with informative articles to empower customers.

Requirements

Essential Skills:

Customer Support Experience: Minimum of 1 year in a customer-facing helpdesk role.
Technical Proficiency: Basic IT knowledge, including networking fundamentals (routers, Wi-Fi).
Problem-Solving Skills: Strong analytical and logical thinking, with a passion for troubleshooting.
Communication Skills: Excellent written and verbal communication abilities, with a friendly and approachable demeanor.
Organisational Skills: Ability to multitask, prioritize tasks, and work efficiently under pressure.
CRM Proficiency: Experience working with CRM systems to manage customer interactions.

Desired Skills

Cloud and Telecoms Experience: Knowledge of cloud technologies and telecoms services.
VoIP Expertise: Understanding of VoIP protocols (SIP, RTP, WebRTC) and PSTN/mobile networks.
Networking Knowledge: Familiarity with networking concepts, including firewalls, DHCP, NAT, and DNS.

Key Attributes

Self-Motivation: Proactive and results-oriented, able to work independently.
Technical Curiosity: Keen interest in emerging technologies and a desire to learn.
Customer Focus: Strong interpersonal skills and a passion for customer satisfaction.
Adaptability: Flexibility to adjust to changing priorities and work patterns.
Detail-Oriented: Meticulous approach to tasks and strong attention to detail.
Can-Do Attitude: Positive and enthusiastic, willing to take on new challenges.

Preferred Attributes

Technical Expertise: Knowledge of communications and IP technologies.
Problem-Solving Skills: Pragmatic approach to problem-solving.

Benefits

What we offer you -

alongside a competitive salary, we offer a great range of benefits

25 days holiday to 30 days (excluding public holidays)
Private health insurance - after probation
PerkBox giving a range of personalised benefits
Enhanced parental pay
Pension
Cycle to work

Should you require any additional support with your application or need us to make any adjustments for you, please contact our People team HR@natterbox.com

About the Company

Natterbox is an AI Powered contact center solution that's embedded and managed inside Salesforce. We help Salesforce-first companies to personalize their conversation journeys for improved customer experience and boost productivity for their sales and service teams. Natterbox enables you to create and manage your entire business phone system and contact center globally, inside the world’s #1 CRM. With key CTI and contact center features including IVR, ACD, click-to-dial, call recording, call routing, mobile, auto-logging, ... Know more