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 on a busy Service Desk, dealing with all aspects of 2nd line support and diagnostics. Key relationships Interfacing with colleagues, suppliers and industry specialists and 3rd party service providers. The role This section of Service desk is responsible for supporting customers through the range of Level 2 diagnostics and the processes required to set up and service our customer connections. This role will be responsible for ensuring standards of service expectations and SLAs are met. Involving general duties ranging from responding to customer requests/queries via Zendesk (ticket management system) in many core process’s such as activation/Sim changes and 2nd line diagnostics. Responsibilities include:
2nd line support for diagnosing connectivity problems/issues Task processing for sim core processes Change of Ownership and Tariff change requests Call overflows and administration Logging phone calls/ Chats and triaging queries using Zendesk Providing operational support to the business Ensuring M2M SIM provisioning system (SIMPro) is kept up-to-date and accurate (despatches, activations, cancellations, suspensions etc) Liaising with networks to troubleshoot and diagnose faults to Level 2 level Escalating and passing tickets to L3 level in and out of Wireless Logic Managing and supporting dealer/customer relationships Reviewing fail out reporting from internal API activities Reviewing daily dashboard reporting on core processes in order to allocate the correct priority Proactive outbound communication to customers to solve or move tickets to the correct team Ad hoc duties as required.
Excellent verbal and written communication skills Excellent attention to details is essential, Highly organised, Time management skills Must have the ability to work unsupervised and on own initiative Ability to thrive in a high pressure, fast paced work environment Experience of using Excel, Powerpoint and Word Excellent team player, personable and able to operate at all levels Be able to thrive in a fast-paced environment and be a natural problem solver. Be proactive in approach and be a team player willing to go that extra mile when required in line with the business needs.
A minimum of 1 years’ experience within a Customer Service 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 Able to thrive in a fast-paced environment and be a natural problem solver A team player willing to go that extra mile in line with the customer and business needs
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.