JOB DESCRIPTION

Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We’re brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to ‘dare’. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.

We are currently looking for a passionate and enthusiastic Support Specialist to join our team in Cape Town.

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Key Responsibilities

As a Managed Service Support Specialist, you will be expected to perform across all ITIL disciplines across multiple customer portfolios. The duties include service desk management, change, problem, major incident and reporting management across multiple vendors and technology sets.  Knowledge of excel, power point and data quality are key in performing these duties.

You will work as part of a distributed, global team, providing advanced communication, collabortation and incident management to the technical support teams. You will liaise with other 3rd party vendors on behalf of clients to remediate service affecting incidents and fulfil internal and external service requirements, whilst gaining experience of a variety of waterfall and agile deployment approaches.

Skills Knowledge and Expertise

Skills, Knowledge & Expertise

Strong Excel skills with the ability to build competent reports
Strong PowerPoint skills to develop customer presentations
Effective communication skills both across teams and with senior client management
Excellent spoken and written English, comfortable delivering a message to colleagues and customers at all levels of seniority.
Ability to run, drive and present weekly/monthly customer service management meetings
Experience working within a challenging customer service environment.
Excellent knowledge of change management principles and methodologies
Ability to identify, improve and manage business processes, organisation structure to increase business efficiency and service delivery

Desirable Skills 

Preferred understanding and qualification in ITIL practices
Knowledge of contact centre technologies
Knowledge of cloud-based technologies and practices
Experience with patch/vulnerability management
Experience working with ITIL processes, and tools such as ServiceNow.
Experience working in a DevOps environment
Familiarity with CCaaS solutions and AI, such as Twilio and Google CCAI

Characteristics 

Proactive and self-sufficient.
Copes well under pressure.
Analytical mindset with logical and methodical approach to problem solving.
Customer focused.
Detail oriented.
Creative, able to think outside the box.
Works well as part of a team.

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.

About Sabio Group

THE DIGITAL CX TRANSFORMATION COMPANY

Why Sabio?

We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.

At Sabio, we are devoted to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

We are committed to being an equal opportunity employer that not only values but celebrates diversity and inclusion. We firmly stand against discrimination based on factors such as race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, and disability status.

If you need accommodations, additional support and/or have any specific requirements, we invite you to reach out to our talent team directly: Talent@sabiogroup.com

GetRemote is all about sharing awesome remote job opportunities from different businesses—we are not the actual employer or connected to them in any way.

JOB DESCRIPTION

Key Responsibilities

Skills Knowledge and Expertise

Benefits

About Sabio Group

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