Customer Support Engineer
New
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NatterboxSaaS Telecommunications
This role is fully remote, UK Only, Monday to Friday shift rotation: 06:00-14:30, 08:00-16:30, 09:00-17:30, or 10:00-18:30Full-TimeMiddle
Salary26,400 - 28,000 GBP per year
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Job Details
- Languages
- English
- Experience
- At least 1 year of hands-on experience
- Required Skills
- SalesforceNetworkingTroubleshootingTechnical supportCRM
Requirements
- At least 1 year of experience in a customer-facing helpdesk, technical service desk, or IT support role.
- Proven track record of handling high-volume interactions while adhering to tight response and resolution SLAs.
- Exceptional verbal and written English communication skills.
- Ability to explain complex technical concepts to non-technical users.
- Solid understanding of general IT and basic networking concepts (local routers, Wi-Fi setups).
- Analytical approach to troubleshooting and root cause investigation.
- Ability to multitask and work effectively under pressure.
- Practical experience managing customer records in a CRM (Salesforce preferred).
- Willingness to learn and adopt new internal AI tools and platform features.
- Undergraduate degree or equivalent technical certifications preferred.
Responsibilities
- Manage inbound customer and partner queries via telephone, live chat, email, and help centre.
- Investigate and diagnose technical faults in hosted PBX, IP telephony, SIP routing, and mobile environments.
- Document all interactions and diagnostic histories accurately within Salesforce.
- Coordinate escalations for complex issues to L2/L3 support or carrier partners with structured triage notes.
- Author and refine support articles for external and internal knowledge bases.
- Utilize internal AI tools to analyze technical logs, identify error patterns, and accelerate troubleshooting.
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