Job Details Company: Wireless Logic Group Ltd Job title: Contracts & Migrations Support Specialist Location: Horizon, Hurley, Berkshire, SL6 6RJ /Hybrid Reporting to: Contracts and Migrations Supervisor Working: 37.5 Hours, Monday - Friday Role type: Permanent
Background Wireless Logic is a fast-growing leader in communications services for M2M and the Internet of Things (IoT). We are looking for an experienced, energetic, professional and focused individual to work in a busy Service Desk tiered environment, dealing with all aspects of Contracts Support and Migration activity. Key relationships Interfacing with colleagues, suppliers and industry specialists and 3rd party service providers The role Supporting almost 8000 internal and external customers. Ensuring standards of service expectations and SLA’s are met. The role will focus its support on two main topics: Contracts review to create the order dispatch items for WL UK customers. (WL & Arkessa) Migrations of all types Inbound, Outbound and Change Of Ownerships (COO) for WL UK Customers This role will also involve general Customer support duties ranging from logging incoming customer calls, triaging customer queries and general maintenance of M2M database SIMPro and Emport. Responsibilities include The below list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the role or department. Lead on the migration of the data and customization of the solutions to meet the requirements of the full range of WL and Arkessa Customers Provide regular progress updates to the customers and Internal stakeholders on the migration process Act as Subject Matter Experts (SMes) On the subject of Energy Metering customers, Contract support and all 3 main types of Migrations. Provide training to customers and internally on the optimum Migration process ( CI) Continuous Improvement identification, creation and delivery to optimize existing processes within the company and actively enhance Contracts support and Migrations processes General data analysis using the reporting tools on offer such as Zendesk, PowerBI and SIMPro to ensure you drive data driven fact based decision making in the Contract & Migrations support team Review customer complaints and concerns that arise from a Contracts Support interaction and seek to improve all aspects of the customer experience Supporting the order dispatch process where required Logging phone calls/ Chats and triaging queries using Zendesk Providing operational support to the business Ensuring M2M SIM provisioning system (SIMPro) & (Emport) whilst in life is kept up-to-date and accurate (SIM changes, confirming network batches etc) Managing and supporting dealer/customer relationships Liaising with networks to complete SIM Changes for Migrations Ad hoc duties as required. Skills required: Excellent verbal and written communication skills Excellent attention to details is essential Must have the ability to work unsupervised and on own initiative Highly organised coupled with the ability to prioritise effectively Ability to thrive in a high pressure, fast paced work environment Experience of using Excel, Powerpoint and Word
Experience A minimum of 1 years’ experience within a Customer Service/ Telco admin role. Must have had exposure to working with complex customer procedures, preferably within a Customer Service/ Service desk environment. Experience of supporting customer requirements via omnichannel CRM systems Previous experience operating within a business of large contracts within the services/telecommunications industry would be highly advantageous. Behaviors The ideal candidate will be: Enthusiastic, take a logical and proactive approach to problem solving Confident in the transfer of knowledge to customers and other functions A team player willing to go that extra mile in line with the customer and business needs Personable and able to operate at all levels Why work with us? The opportunity to work for an entrepreneurial Company Full training, ongoing support, and the tools you need to grow and develop in your role We are a company with a heart and who genuinely values and respects its employees In addition, we provide the following benefits: 25 days holiday Buy up to 5 days additional holiday Birthday Day off Enhanced Maternity/Paternity Leave Group Company Pension Scheme Private Medical Insurance Up to 50% off an annual Pure Gym membership Dental cover Doctor at Hand (online GP service) Company Sick Pay Scheme Cycle to work scheme Onsite parking Onsite gym Access to a variety of online discounts on major retailers Employee assistance program Who are we? Wireless Logic – IoT connectivity for any device, anywhere We are a leading global IoT connectivity platform provider that simplifies and automates IoT management for any device, anywhere. With more than 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we provide reach into more than 750 networks across the globe and deliver value throughout the IoT connectivity chain. Our purpose-built platform offers a single window to securely connect and manage assets across any network and number of deployments. For our customers, this serves to simplify supply chains, accelerate time to market, lower the total cost of ownership and deliver connectivity that just works. We are entirely customer and market-driven, meeting our 25,000+ customers where they are to help them innovate by providing industry expertise, service support and the most flexible, resilient and secure connectivity solutions in the market. Our broad sector expertise includes industry, agriculture, healthcare, security, transport, utilities and smart cities. We are backed by Montagu Private Equity, one of the world’s leading private equity-backed investors, giving Wireless Logic Group unrivalled financial strength. Where do I apply? If this sounds like a role, you are interested in please submit your application directly through our website including your CV. By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us and we will respond to your query as soon as possible. As an equal opportunities employer, Wireless Logic is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Wireless Logic.
