Our Operations Director is seeking an experienced Head of Partner Solutions to come and join the team at Union Street Technologies. This is a crucial and coveted hire for the business and therefore a wealth and variety of professional experience in a similar role within a software environment is vital.  This is a Full-time permanent role predominantly home-based and at customer locations nationally. You will also have a team of  Solutions Consultants as direct reports.

Professional & Personal Skills

Essential Skills

• You’re a great people person who is able to work alone and as part of a team, managing your own time effectively to achieve an end goal.
• Excellent attention to detail with proven strong project documentation.
• Excellent communication skills both verbal and written and must be able to modify and tailor communication to the needs and level of understanding of the client.
• Great understanding of business processes and a logical, commercial approach to problem solving.
• Your background may be technical or as a “super-user” in a software solution.
• Experience in assessing customer requirements against a software-based solution. You’ll have a strong understanding of the technical analysis, design, and documentation.
• Experience within specific industries such as software development, telecoms, and IT/cloud services.
• Proficiency at using MS Excel, MS Word, MS Teams and other Office 365 productivity applications.
• Understanding and exposure to software solutions including cloud-based solutions.
• The ability to build strong business relationships with the customer at all levels of an organisation.
• Ability to learn quickly and be willing to undertake training for the role and for personal development

Duties are as follows:

Primary Responsibilities

The tasks of the role are related to the provision of the business software solutions and as such may vary depending on the specific needs of the client and project.

• Work with clients to understand functional requirements and business processes.
• Provide technical/functional product support to Union Street CSMs during the sales process.
• Conduct product demonstrations and presentations; remotely, at customer premises, and at events/exhibitions.
• Produce effective “Statement of Works” documentation to ensure successful transition from pre-sales to implementation.
• Plan custom configurations and design feature enhancements to meet bespoke requirements.
• Provide client recommendations on how to improve business efficiencies whilst promoting our solutions.
• Respond to RFI/RFP documents from high-value B2B clients.
• Build strong relationships with clients to learn and understand the nature of their business.
• Clearly communicate project deliverables to Union Street Project Managers and Implementation teams.
• Keep up with new releases of the software solutions and associated technologies.
• Develop an understanding of the software capabilities, features, and limitations.
• Participate in collaboration with other departments such as development, support, and operations.
• To preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System.

Management Responsibilities

• General management responsibility. HR, Health & Safety, financial compliance, staff management, strategic resourcing etc.
• Teamwork and interaction with other senior staff
• Responsible for recruiting, interviewing and hiring new staff
• Day to day management of direct line reports
• Provides mentorship (technical and career development), and guidance
• Responsible for financial planning and budgeting for teams
• Provide performance feedback and evaluations on a frequent basis and in line with company policy. This should include regular 1:1 meetings with team members
• To participate in and be an active member of the ISO27001 team

Knowledge:

Advantageous Skills

• Experience working within a reseller/MSP company in the telecoms IT industry.
• Experience of using billing systems such as the Union Street aBILLity or Affinity platforms.
• Understanding of relational databases and MS SQL.
• Experience in delivering user workshops and training both one-to-one and in small groups

Our award winning Support Team is seeking an experienced Software Support Engineer to come and join them on a permanent Full-time basis. This role will be temporarily based  remotely then at our Chatham office in Kent once a safe return has been authorised.

Working as part of a busy and dynamic customer support team, the role will require you to provide 2^nd line technical support for our industry leading billing software platforms. You will investigate, troubleshoot and respond to customer enquiries, faults and change requests from an established client base including some of the UK’s largest telecommunications brands, providing solutions to cases logged on our internal case management platform.

Professional & Personal Skills

Essential Criteria 

• Experience working with C#, .NET and SQL
• Proven experience working in a support environment, including telephony-based customer service experience
• Strong communication skills and ability to engage with people possessing various degrees of technical understanding
• Self-motivated and driven, with the ability to multitask and respond well under pressure
• Ability to manage time and prioritise work effectively

Duties are as follows:

• Working in C# and the .NET Framework to investigate, troubleshooting and diagnose technical issues with the Affinity software
• Implementing bug fixes and changes using MS Visual Studio
• Undertaking change requests and configuration of Affinity software through SQL Server Management Studio (SSMS)
• Prioritising and managing multiple open support cases at any one time
• Identifying trends in common support cases and proposing solutions on how to proactively reduce avoidable incidents
• Delivering an exceptional customer service experience by ensuring that cases are responded to in a professional manner and in accordance with customer SLAs
• Contributing towards the maintenance of the company’s internal support documentation and knowledge base
• Providing training and advice to customers and junior team members via phone, email and collaboration software
• Acting as a primary point of contact for customer support enquiries via phone and email
• Monitoring cases to ensure senior staff are informed about issues before they escalate
• Responding to and keeping internal support cases up to date with progress
• Learning how to support new technologies and solutions as they are developed
• Working closely with members of the team from 1^st through to 3^rd line support
• Proportional contribution towards team KPI’s and objectives

Knowledge:

Desirable Criteria 

• Familiarity with programming in Delphi, JavaScript & HTML
• Familiarity with ebXML architecture
• Familiarity with SQL Server Reporting Services (SSRS)
• A understanding of the telecommunications industry would be a distinct advantage

Our award winning Support Team is seeking an experienced 1st Line Software Support Engineer to come and join them on a permanent Full-time basis. The role will temporarily be based remotely then will look to be office based from our Richmond location once a safe office return had been advised.

To apply, please email your current CV and salary expectations to Bernice.Martens@unionstreet.co.uk

No agencies please

Professional & Personal Skills

Essential criteria

• Strong problem-solving skills and a good understanding of web-based software, technologies, systems and processes.
• Experience working with SQL Server Management Studio (SSMS)
• Proven experience working in a support environment, including telephony-based customer service experience
• Strong communication skills and ability to engage with people possessing various degrees of technical understanding
• Self-motivated and driven, with the ability to multitask and respond well under pressure
• Ability to manage time and prioritise work effectively
• A commitment to service improvement with a customer focused attitude

Duties are as follows:

Key responsibilities / accountabilities

• Able to investigate, troubleshoot and diagnose technical issues with the aBILLity software platform
• Database interrogation through use of SQL Server Management Studio (SSMS) to understand data discrepancies and provide workaround for incidents via data fixes
• Deliver an exceptional customer service experience by ensuring that cases are responded to in a professional manner and in accordance with customer SLAs
• Prioritise and manage multiple open support cases at any one time ensuring all cases are kept up to date with progress
• Identify trends in repeat support cases and raise problems to Problem Management team to proactively reduce avoidable incidents
• Contribute towards the maintenance of the company’s internal support documentation and knowledge base
• Provide training and advice to customers and junior team members via phone, email, ticketing platform and collaboration software
• Able to communicate technical information in a clear and understandable manner to a non-technical audience.
• Monitor cases to ensure senior staff are informed about issues before they escalate
• Willing to learn how to support new technologies and products as they are developed and released
• Proportional contribution towards team KPI’s and objectives
• Preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System.
• Implement and adhere to all aspects of Union Streets Total Metering and Billing Systems (TMBS)

Knowledge:

Desirable criteria

• Knowledge of ITIL or ITIL Foundation qualification.
• A knowledge of Microsoft technologies – Azure / SQL / Active Directory.
• An understanding of the telecommunications industry would be a distinct advantage

Our Bureau Team is seeking a Billing Analyst to come and join the ever growing team. Out Bureau Team provides a bespoke service to out customers and is one of our largest teams.

This is a permanent Full-time role and will be remotely based with occasional visits to our office as and when required. You will join an experienced team who are nurturing and supportive however previous experience in a similar role is vital for this particular role.

To apply, please send your CV and salary expectations to Bernice.Martens@unionstreet.co.uk

No agencies please.

Professional & Personal Skills

• Flexible attitude, ability to perform under pressure
• Ability to interpret written and spoken requirements
• Ability to work well within a team
• Excellent communication skills
• Excellent customer service skills, experience preferred
• Excellent punctuality and time management
• IT literate with experience of Microsoft Office products

Duties are as follows:

• Complete daily, weekly & monthly checks and fraud monitoring on customers billing platforms & Creation of new billing periods
• Completion of a Basic monthly bill run.
• Maintaining accuracy on bureau internal systems and all related documentation
• Daily & monthly file imports
• Resolution of advanced non-commercial call rejects
• Production of bureau customer reports
• Resolution of billing incidents and requests
• Provide a high level of support to team members & The Bureau Team Manager
• To take ownership of nominated tasks to ensure a high degree of customer support and satisfaction
• To maintain an exceptional customer service experience for all our customer’s
• To attend internal training and meetings when required
• To preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System.
• To implement and adhere to all aspects of Union Streets TMBS
• To implement and adhere to Union Street Best practice

Knowledge:

• Technical or software qualifications would be advantageous to this role
• 2 Years’ experience in a similar role, preferably within Telecoms.

Our dedicated Support Team are seeking Service Desk Analysts to come and join them to continue to provide excellent service to our highly valued customers.

These are permanent Full-time positions which will be remotely based at present until a safe return to our offices are initiated and then we will require 1 person to be based at our Richmond office and another at our Chatham office.

Please send you CV directly to bernice.martens@unionstreet.co.uk

No agencies please

Professional & Personal Skills

• Excellent customer service and communication, and interpersonal skills.
• Builds strong working relationships with customers and colleagues alike.
• Very good problem-solving skills. E.g. methodical & logical approach.
• Willingness and ability to learn new technologies and products.
• Ability to communicate technical information in a clear and understandable manner to a non-technical audience.
• A good understanding of web based software, technologies, systems, and processes.

Duties are as follows:

• Customer focussed & proactive mindset.
• Single point of contact for all customers contacting support. This will primarily be via the following methods:
  • Phones
  • Support Portal
  • Web Chats
• Friendly, professional, and confident telephone manner.
• Triage all tickets into support to ensure they are prioritised correctly.
• Efficient and effective ticket management and resolutions to maintain Key Performance Indicators (KPI’s) & Service Level Agreements (SLA’s).
• Takes ownership of support tickets in their queue and ensures they are responded to and resolved within SLA.
• Able to trouble-shoot technical issues and proactively find resolutions.
• Ability to understand and follow processes for best practice.
• Support the major incident management and problem management processes. as required.

Knowledge:

• A knowledge of telecoms billing.
• Knowledge of ITIL or ITIL Foundation qualification.
• A knowledge of Microsoft technologies – Azure / SQL / Active Directory.

Our Operations Director is looking to recruit a Solution Consultant is come and join our highly experienced and successful sales team. This is a crucial role within the team and a personal development plan will be created, and product specific training will be provided in-house to provide the platform for your success in this role. This is a Full-time role where you will be predominantly home-based, and at customer locations nationally. This is an exciting opportunity to work with some of the best sales professionals in the Telecoms industry.

For further details and to apply please contact – Bernice Martens, HR Manager at bernice.martens@unionstreet.co.uk

Professional & Personal Skills

Essential Skills

The successful candidate will approach work with a pragmatic mind and will have exceptional communication skills both verbally and in written documentation.

• You’re a great people person who is able to work alone and as part of a team, managing your own time effectively to achieve an end goal.
• Excellent attention to detail with proven strong project documentation.
• Excellent communication skills both verbal and written and must be able to modify and tailor communication to the needs and level of understanding of the client.
• Great understanding of business processes and a logical, commercial approach to problem solving.
• Your background may be technical or as a “super-user” in a software solution.
• Experience in assessing customer requirements against a software-based solution. You’ll have a strong understanding of the technical analysis, design, and documentation.
• Experience within specific industries such as software development, telecoms, and IT/cloud services.
• Proficiency at using MS Excel, MS Word, MS Teams and other Office 365 productivity applications.
• Understanding and exposure to software solutions including cloud-based solutions.
• The ability to build strong business relationships with the customer at all levels of an organisation.
• Ability to learn quickly and be willing to undertake training for the role and for personal development.

Duties are as follows:

The tasks of the role are related to the provision of the business software solutions and as such may vary depending on the specific needs of the client and project.

• Work with clients to understand functional requirements and business processes.
• Provide technical/functional product support to Union Street CSMs during the sales process.
• Conduct product demonstrations and presentations; remotely, at customer premises, and at events/exhibitions.
• Produce effective “Statement of Works” documentation to ensure successful transition from pre-sales to implementation.
• Plan custom configurations and design feature enhancements to meet bespoke requirements.
• Provide client recommendations on how to improve business efficiencies whilst promoting our solutions.
• Respond to RFI/RFP documents from high-value B2B clients.
• Build strong relationships with clients to learn and understand the nature of their business.
• Clearly communicate project deliverables to Union Street Project Managers and Implementation teams.
• Keep up with new releases of the software solutions and associated technologies.
• Develop an understanding of the software capabilities, features, and limitations.
• Participate in collaboration with other departments such as development, support, and operations.
• To preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System.

Knowledge:

Advantageous Skills

• Experience working within a reseller/MSP company in the telecoms IT industry.
• Experience of using billing systems such as the Union Street aBILLity or Affinity platforms.
• Understanding of relational databases and MS SQL.
• Experience in delivering user workshops and training both one-to-one and in small groups.

Our Head of Customer Success is seeking  experienced Account Managers to come join her flourishing team as Customer Success Managers. Experience in the Telecoms industry is highly beneficial for this role to be truly able to deliver and provide exceptional customer service at the highest level. This is a permanent full-time position and will be based remotely initially however you may be required to attend the office once COVID rules are lifted as and when required.

Now is an exciting time to join UST as we are embarking on a new period of growth throughout the company and opportunities are abundant. For further details and to apply please contact – Bernice Martens, HR Manager at bernice.martens@unionstreet.co.uk

Professional & Personal Skills

• Understanding of ITIL
• Is client and solution focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising budgetary constraints.
• Has the ability to listen effectively, to diagnose a client’s problem and find an appropriate solution whilst working with the appropriate technical teams to do so.
• Capable of being highly responsive were required, has a strong sense of urgency and a commitment to follow through.
• An effective communicator who engages with the business and makes a valuable contribution to its success beyond your own function.
• Shows a strong interest in the technologies the Company uses and continually develops knowledge of those and new ones for the benefit of the business and its clients.

Duties are as follows:

• Maintain a deep understanding of our products and new event features, to advise customers on how best to succeed based on their specific event needs.
• Schedule and chair quarterly call with each customer (specific tiers only)
• Ensure all tiers of customers are aware of your role and value add to their business.
• Regularly visit customers, take meeting notes, and update Service Improvement Plans (SIP)
• Provide hourly updates on P1 tickets.
• Identify and coordinate customer training.
• Ensuring the most recent contracts and SLAs are held within the service management platform.
• Ensure customer SLAs are met and if not met are flagged to the appropriate manager.
• Produce monthly service reports for all customers.
• Take full ownership of any new customers onboarding allocated to you, to ensure a successful onboarding experience and service level continuation when BAU.
• Producing and updating SIP
• Ensure customer feedback is used to improve software and/or service. Feedback must be passed to Manager who will then flag with the management team.
• First point of contact on Account and Case Escalations
• Full ownership of customer renewals and ensuring your accounts are in term.
• Upsell any new products from Union Street portfolio
• Work with Operations to conduct periodic health checks to ensure the customer is receiving the maximum from software and service.
• Ensure customers are always kept up to date with Industry, legislative and Union Street announcements and changes.
• Minimize Churn
• Own customer complaints
• Conduct annual customer satisfaction (CSAT) survey

Knowledge:

• Previous experience in Telecoms
• Previous experience as an Account Manager