Managed Services Support Analyst

Totalmobile; United Kingdom; Hybrid; GBP 18,000 - 26,000; Full time

Job summary

Totalmobile is seeking a dedicated customer services professional to join our growing team in the UK. You will support accounts and development teams, liaising with large blue-chip organisations across the UK and US, and gain broad business experience in a dynamic technology company.

Daily tasks include logging support requests, communicating via phone and email, provisioning devices, reporting, stock management, and providing training on the Protect product stack.

Qualifications

• 5 A-C level GCSE or equivalent (Maths and English essential)
• A level or equivalent qualification
• Degree preferred but not required
• Enthusiasm for providing excellent customer service
• Positive approach to learning and gaining new skills through teamwork and training opportunities
• Microsoft Office proficiency (Excel)
• Use of email
• Some experience of speaking face-to-face or via phone calls

Responsibilities

• Support customers and log requests in the internal customer services system
• Communicate with customers by telephone and email, providing end-user customer support and product information
• Device hardware provisioning, testing, and repairing
• Manage the inbound workflow from external clients and internal staff and delegating to the wider team
• Create and update ad hoc reports
• Stock management
• Assist the Project Manager with day-to-day management of the customer services team
• Provide customer training on the Totalmobile Protect product stack
• Prepare and distribute customer reports
• Importing customer user files into Protect’s Safe Hub
• Daily software testing
• QA testing of new software releases

Skills

Customer service

Communication

Teamwork

Phone support

Learning mindset

Education

GCSEs / A-levels

Tools

Microsoft Excel

Ticketing system

Job description

Totalmobile is an exciting company with ambitious growth plans. We help organisations build a better, more effective working day for their teams in the field. Spanning mobile working, dynamic scheduling, intelligent analytics and IoT. Our Mobile Workforce Management solutions provide a great foundation for driving operational excellence and greater efficiency across enterprises.

This is a great opportunity for a person to join a growing organisation and be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US.

The role will include providing support to the accounts, customer services and development teams and is a great opportunity to gain a vast amount of business experience in a growing international technology business.

Daily tasks will include:

• Supporting customers and logging their support requests on the internal customer services system.
• Communicating with customers via telephone and email, providing end-user customer support, copies of electronic software user guides and product information.
• Device hardware provisioning, testing, and repairing.
• Managing the inbound workflow from external clients and internal staff and delegating to the wider team
• Creating and updating ad hoc reports
• Stock management
• Assisting the Project Manager with day-to-day management of the customer services team
• Providing customer training on the Totalmobile Protect product stack.
• Preparing and distributing customer reports
• Importing customer user files into Protect’s Safe Hub
• Daily software testing
• QA testing of new software releases

We will provide full support to develop and gain experience with other Totalmobile products.

Education:

5 A-C level GCSE or equivalent (Maths and English essential), A level or equivalent qualification. Degree preferred but not required.

Skills required:

• Enthusiasm for providing excellent customer service.
• A positive approach to learning and gaining new skills through teamwork and training opportunities.
• Microsoft Office proficiency (specifically Excel)
• Use of email.
• Some experience of speaking face-to-face or via phone calls.

Skills preferred:

• Basic understanding of a sales process, purchase orders, invoices, etc.
• Understanding of Android and iOS phone devices and settings.
• Experience QA testing software
• Presentation skills, both face-to-face and remotely.
• Use of a ticketing system

Personal Qualities:

• Good communication skills.
• Good organisational and planning skills.
• Able to work in small teams and, in some cases, on their own.

Experience:

• 1-2 Years in a customer service role.

Here at Totalmobile, we want our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.