Service Delivery Engineer

About Us

Launched in July 2020, the Kerv Group is a next-generation 'customer-first, cloud-first' provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver industry-leading customer experience.

At Kerv Experience we know that implementing a new CX platform is a big deal - that comes with big challenges. That's why our expert team is flexible. We're ready to help our customers every step of the way with a fully responsive, risk-free approach, that's built around them.

We help our customers leverage the power of GenesysCloud and Zendesk, alongside our own technology, VoxivoCX. Kerv Experience are a Genesys Gold partner and have been the EMEA Genesys Cloud Partner of the Year for the past two years.

About the Role

Reporting to the Head of Support, we are looking for a motivated Service Delivery Engineer who can demonstrate technical and problem-solving competence and a passion for genuine customer service.

The successful candidate will be responsible for:

• Incident diagnosis (Level 1 / 2 troubleshooting) and resolution across all Kerv Experience's product and services

• Service level adherence

• Continuous customer dialogue during the incident management process

• Liaising with third party suppliers and escalations with the in-house development teams

• Completing customer service / change requests

• Contributing to the customer knowledgebase

• Participating in the company on-call rota

You will be working as part of a broader team supported by the Service Delivery Manager and must be a self-starter and passionate about customer satisfaction.

Your Part to Play

We have a portfolio of solutions including VoxivoCX an award-winning call centre platform based on open-source technology and Genesys Cloud for omni-channel contact centre customers. The role will be predominantly based in our Richmond office with work from home options available.

Service Delivery Engineers are primarily tasked with being the first point of contact for customers, taking ownership and managing customer requests through to successful completion.

The role of the Service Delivery Engineer is to ensure the smooth operations of the services utilised by our customers and provide them with professional support and guidance when required.

We are looking for engineers with the following skills and attributes:

Experience/qualifications essential for this role:

• Good written and oral communication skills

• Excellent trouble shooting skills

• Experience working in a service delivery / technical support team

• Exposure to VoIP related technologies and protocols

• Basic MySQL and Linux skills

• Familiar with troubleshooting and resolving quality of service-related issues
  

Experience/qualifications preferred for this role:

• Experience in liaising with 3 rd party telecommunications carriers

• Experience in supporting omni-channel communication products or contact centre operations

• Exposure to virtualisation and cloud computing

Most important attributes/personal qualities needed in this person:

• Excellent judgement to prioritise customer issues based on their urgency and impact

• Self-starter able to work in a dynamic and fast-paced business environment

• Technical competence

• Customer focused

Benefits:

• Private Medical Insurance

• 25 Days Holiday + Bank Holidays in the UK

• Sick Pay

• Parental Leave

• Pension

• Employer Assistance Programme

• Training and Development

• Various Perks via Vitality Health App

You will live the Kerv values

Think Customer-First

Team is Everything

Spread Good Vibes

Build Future

Do the Right Thing

At Kerv, we're building something special and we're building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.