Babble Cloud

Role Description Join Our Dynamic Team as a Service Desk Engineer! Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? - Provide world class service and support for clients across IT, basic voice/telephony systems, and ISP/connectivity services. - Troubleshoot and diagnose IT issues, provide remote support, and assist in the maintenance of client computer systems. - Perform basic connectivity checks and use relevant provider portals to diagnose and validate service status. Accountabilities and Deliverables: - Promptly and accurately log and respond to incidents and requests into our case management system via phone and email. - Ensure customer calls are promptly attended to, providing efficient and effective support. - Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented. - Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. - Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. - Perform basic voice and connectivity-related support, including call routing, extensions, diverts, and connectivity checks. - Assist with basic telephony system and connectivity issues and liaise with relevant teams where escalation is required. What else looks good for this role: - The successful candidate will be organised, self-motivated, and an effective communicator, with strong attention to detail and a team-oriented mindset. - This is a fast-paced environment requiring tenacity, diligence, and efficiency always. - Possess effective communication skills, both verbal and written. - Attention to detail is crucial in accurately documenting and resolving issues. - Display a proactive, determined, and persistent approach to problem-solving. - Capable of working independently and collaboratively within a team. - Show eagerness to learn and willingness to research faults or refer to documentation when necessary. - Comfortable handling both IT and basic telephony and connectivity-related queries. Qualifications - Previous experience on a service desk is advantageous. - Proficient in customer support, including phone and email communication. - Understanding of Microsoft products and technologies. - Ability to troubleshoot hardware issues across laptops, desktops, peripherals, and other IT equipment, with a strong understanding of Microsoft Windows Desktop operating systems and related troubleshooting. - Capability of learning new software and systems as required. - Exceptional organisational, time management, and multitasking skills. - Familiarity with Microsoft 365, including user management, Teams, Exchange, and Entra. - Familiarity with basic telephony/voice systems (e.g. call diverts, extensions, connectivity checks). - Familiarity with antivirus management – desirable. - Willingness to adopt and effectively use AI tools as part of day-to-day work, where appropriate, to improve efficiency, problem-solving, and service delivery. Benefits - Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits. - 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service. - 5% allowance based on basic salary that can be towards Medical Aid. - UPS provided to assist with load shedding (2-4hrs power for a laptop). - Babble issued laptop. - Annual Company Celebrations. - Home-Working Policy. Company Description Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. - Microsoft Modern Work - Cybersecurity - Contact Centre Technology - Mobile Solutions - Communications & Connectivity With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together!

Company Description Why Babble? Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in: - Microsoft Modern Work - Cybersecurity - Contact Centre Technology - Mobile Solutions - Communications & Connectivity With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together! About Us | Leading UK Cloud Solutions Provider | Babble Job Description Join Our Dynamic Team as a 2nd Line Engineer 🌟 Are you passionate about IT? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? The Purpose of your role Operating as a predominantly desk-based technician providing world class service and support for clients and colleagues, troubleshooting, and diagnosing IT issues within SLAs, providing remote support to our clients and assisting in the monitoring and maintenance of their computer systems and networks. Accountabilities and Deliverables: - Ensure customer calls are promptly attended to, providing efficient and effective support. - Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented. - Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs - Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. - Complete/Update technical documentation. - Mentor and train colleagues. Core Competencies: - Excellent understanding of Microsoft 365 services and administration/troubleshooting. - Excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting. - Experience with Microsoft Azure - Antivirus management – Deploy, configure and troubleshoot. - Experience of working with business networks and troubleshooting them. - Experience with troubleshooting hardware – Laptops, Desktops, Servers, Peripherals and other IT hardware. - Email Protection - Virtualisation Technologies (Hyper-V, VMware) (desirable) - Backup & Disaster Recovery (desirable) - Scripting/Automation (desirable) What else looks good for this role: - Friendly and confident. Comfortable liaising with various levels of end user, both internal and external. - Strong communication skills, both written and verbal. - Excellent troubleshooting and technical skills. - Attention to detail is crucial in accurately documenting and resolving issues. - Display proactive, determined, and persistent attitudes towards problem-solving. - Capable of working both independently and as part of a team. - Exhibit eagerness to learn and willingness to research faults or refer to documentation when necessary. Qualifications - Previous experience on a service desk is necessary. Experience in a managed services environment is advantageous. - Proficient with multiple technologies and dealing with difficult and sensitive technical problems. Additional Information Why work for Babble? - Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits - 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service - 5% allowance based on basic salary that can be towards Medical Aid. - UPS provided to assist with load shedding (2-4hrs power for a laptop) - Babble issued laptop - Annual Company Celebrations Home-Working Policy - Your location will be home based, and you will require stable internet connection. - It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution. - As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space. The recruitment journey We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and copetency testing depending on the role requirements. Direct Candidates Only Babble | Leading UK Cloud Solutions Provider - Contract Type: Permanent - Contracted Office: Home Based

Company Description Why Babble? Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in: - Microsoft Modern Work - Cybersecurity - Contact Centre Technology - Mobile Solutions - Communications & Connectivity With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions. Join us on this exciting journey and let's achieve greatness together! About Us | Leading UK Cloud Solutions Provider | Babble Job Description Role Overview We are seeking a highly organised and customer focused Customer Retentions Specialist to support our Micro customer base. In this fully remote role, you will be the first point of contact for customers who are considering cancelling part or all of their services. You will engage with customers to understand their needs and reason for cancellation and work to retain their business wherever possible. You will manage a personal queue of cases, handle contract related queries, provide clear explanations of terms, and guide customers through either the retention process or a structured exit if cancellation is confirmed. This role requires exceptional communication skills, strong attention to detail, and the ability to work independently while navigating multiple systems. Professionalism, accuracy, and customer empathy are essential. Key Responsibilities Customer Retention & Cancellation Handling - Act as the initial point of contact for customers wishing to cancel services. - Assess whether a customer’s request is exploratory or a formal notice of cancellation and respond appropriately. - Conduct confident, structured retention conversations to understand issues and explore suitable solutions. - When retention is not achievable, manage a compliant and smooth exit process for the customer. - Clearly explain contract terms, obligations, notice periods, and financial implications relating to cancellations or service migrations. - Calculate and communicate termination fees for recurring services. - Escalate complex, sensitive, or disputed cases to the Contracts Specialist Manager when required. Customer Communication & Case Management - Conduct outbound and inbound telephone conversations, followed by accurate written summaries. - Manage your own case queue, ensuring timely responses and adherence to service standards. - Handle general contract queries and provide clear and factual information. - Maintain professional, supportive communication throughout all customer interactions. Operational & Administrative Duties - Work across multiple systems to validate, update, and maintain accurate customer and service information. - Ensure compliance with data security, regulatory requirements, and internal process standards. - Record all customer interactions using internal notes, email, and system records. - Collaborate with internal teams to help resolve customer issues. Required Skills & Competencies - Strong verbal and written communication skills. - Ability to confidently navigate challenging or sensitive customer conversations. - Understanding of contract terms and the ability to communicate them clearly. - Excellent organisational skills and attention to detail. - Ability to prioritise workloads and manage a remote role independently. - Proficiency with Microsoft Office applications, including Teams, SharePoint, Word, and Excel. Personal Attributes - Customer centric mindset with a proactive approach to problem-solving. - Resilient, composed, and professional in all customer interactions. - Self-motivated and disciplined with strong time management skills. - Adaptable to changing priorities and customer needs. - Able to build and maintain strong working relationships through virtual communication. Additional Information Why work for Babble? - Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits - 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service - 5% allowance based on basic salary that can be towards Medical Aid. - UPS provided to assist with load shedding (2-4hrs power for a laptop) - Babble issued laptop - Annual Company Celebrations Home-Working Policy - Your location will be home based, and you will require stable internet connection. - It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution. - As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space. The recruitment journey We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements. Direct Candidates Only Babble | Leading UK Cloud Solutions Provider - Yearly Salary: R180,000 pa - Contract Type: Permanent - Contracted Office: Cape Town Business Centre