Match score not available

Unlock Premium Benefits Today!
🚀 Elevate your career with priority access.
Stand out to top recruiters with Jobgether Priority Access:
  • ✅ Top Match: We help you identify job offers where you're a perfect fit.
  • ✅ Exclusive Referral Service: Connect directly with recruiters as a Jobgether Certified Premium User.
  • ✅ Personalized Feedback: Receive feedback and expert guidance on applications, and have your profile manually reviewed.

Start Your Free Trial Now!

Start my free trial

Secure Customer Support Centre Advocate

Remote: 
Full Remote
Work from: 
United Kingdom

Offer summary

Qualifications:

Experience in audio-visual technical support., Knowledge of video conferencing technologies., Strong computer and MS Office skills., SC clearance or ability to obtain it..

Key responsabilities:

  • Deliver top-notch customer experience.
  • Provide first-line technical support.
New Era Technology, US logo
New Era Technology, US Large https://www.neweratech.com/
1001 - 5000 Employees
About New Era Technology, US
New Era Technology is a global managed technology service provider. New Era serves as a trusted adviser to more than 14,500 customers worldwide. Customers rely on New Era’s seamless blend of solutions that securely connect people, places, and information in a rapidly changing digital world. New Era has offices in the Americas, the United Kingdom, APAC, and Europe.New Era provides solutions and services to diverse industries including Global Enterprise, Banking & Finance, Smart Buildings & IoT, Healthcare, Education, and Government.Solutions and Services:• Collaboration & Unified Communications• Data Networking• Digital Transformation• SecureBlu Security Services• CloudBlu Cloud Services• Physical Security & Life Safety• Managed Services• Professional Services
See all jobs

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Job Title:                   Secure Customer Support Centre Advocate  

Reporting to:            UK Operations Team Leader 

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

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

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportAudio-Visual TechnologyNetwork EngineeringMicrosoft Dynamics CRM

Other Skills

  • Customer Service
  • Video Conferencing
  • Microsoft Office
  • Troubleshooting (Problem Solving)
  • Problem Solving
  • Communication
  • Analytical Skills
  • Time Management
  • Teamwork
Are you interested?

Customer Advocacy Manager Related jobs

See more Customer Advocacy Manager jobs