Customer Service Level 1 Specialist
Custodia is a UK based company, founded in 2017, with wider presence in North America, Europe and Asia both directly and through strategic partnerships.
Our current key offering is the CC1 (Compliance Cloud One) service which records, stores and normalizes any type of communications data. This includes many common platforms such as phone email, SMS, phone calls, Microsoft Teams, WhatsApp and WeChat amongst many others. This allows companies to communicate in a compliant manner, whilst driving greater data-driven insights from the data they already have to store.
We are seeking a dedicated and proactive Customer Service Frontline Level 1 Specialist to join our team. In this role, you will collaborate with partners and large enterprise organizations to deliver exceptional "white glove" service, ensuring seamless business operations and user satisfaction. Your responsibilities will encompass monitoring our SaaS platform hosted on Microsoft Azure, managing incidents and problems, fulfilling service requests, and continuously seeking opportunities for improvement.
Key Responsibilities
Customer Support
- Serve as the primary point of contact for partners and enterprise clients, addressing inquiries and providing timely updates.
- Deliver "white glove" service, ensuring user satisfaction and maintaining strong client relationships.
- Platform Monitoring:
- Utilize monitoring tools to oversee the performance and health of our SaaS platform on Microsoft Azure.
- Demonstrate curiosity by questioning anomalies and proactively seeking enhancements.
- Incident Management:
- Identify, document, and resolve incidents promptly to minimize service disruptions.
- Collaborate with internal teams to escalate and resolve complex issues.
- Problem Management:
- Analyse recurring incidents to identify root causes and implement preventive measures.
- Develop and maintain a knowledge base for common issues and solutions.
- Service Requests:
- Process and fulfil service requests efficiently, ensuring adherence to service level agreements (SLAs).
- Coordinate with relevant departments to meet client requirements.
- Customer Communication:
- Communicate effectively with clients, providing clear and concise information.
- Drive customer excellence by understanding client needs and exceeding expectations.
Team Collaboration
- Support and collaborate with team members to achieve collective goals.
- Share knowledge and best practices to foster a collaborative work environment.
Qualifications
- Proven experience in a customer service or support role, preferably within a SaaS or technology environment.
- Exceptional communication skills, both verbal and written.
- Strong problem-solving abilities with a proactive and inquisitive mindset.
- Experience with monitoring tools and a keen interest in continuous improvement.
- Familiarity with incident and problem management processes.
- Ability to work independently, demonstrating initiative and self-motivation.
- Team-oriented with a willingness to support and mentor colleagues.
- Experience with Microsoft Azure services and monitoring tools is desirable.
- Familiarity with Azure Monitor for collecting and analysing metrics and logs from Azure resources.
- Understanding of Microsoft's incident response processes and best practices.
- Additional Information:
- This position may require occasional after-hours support to address critical incidents.
- Opportunities for professional development and career advancement are available
What We Offer
- Competitive salary
- Private Health and Dental Care (BUPA)
- Free On-Site Gym
- Free access to Udemy
- Employee Assistance Programme
- Free parking
- Smart Casual dress
- Opportunities for professional growth and advancement
- Dynamic and innovative work environment
- Opportunity to make your mark in a high-growth industry
- A beautiful office in the historic Cheshire town of Knutsford, with easily accessible public transport links to Manchester and Chester
Hours / Shift Timings
6am - 2:30pm, 2pm - 10:30pm, 10.00pm - 6.30am
- Hours of work —40 hours per week, flexible due to the Service Delivery requirements. The contract is governed by 24 * 7, 365 days a year; this will include weekends and bank holidays;
- Holiday entitlement - 28 days per year pro rata including bank holidays
This role is on-site, based at our office in Knutsford.
Reports Into: CoE Customer Service Manager
To apply for this role, please send a covering letter and CV to careers@custodiatechnology.com
