Migration Support Specialist

wireless logic ltd; Reading; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Wireless Logic Ltd is seeking a proactive Customer Service / Telco Admin professional to support nearly 8,000 internal and external customers. The role focuses on COO for WL UK customers, and migrations of all types inbound and outbound, with broader duties handling CRM queries and data maintenance.

You will triage queries via Zendesk, use PowerBI for data insights, and collaborate with networks to complete Migrations. Hybrid working and a supportive team culture are offered.

Qualifications

• 1 year in Customer Service or telco admin role.
• Experience with complex customer procedures in a service desk.
• Exposure to omnichannel CRM systems and ticketing (Zendesk).

Responsibilities

• Lead data migrations and tailor solutions for WL and Arkessa customers.
• Provide regular progress updates to customers and internal stakeholders.
• Act as SME on contract support and migrations processes.
• Train customers and staff on migration best practices.
• Perform data analysis using Zendesk, PowerBI and SIMPro.
• Assist with order dispatch and triage customer queries.

Skills

Customer Service

CRM systems

Zendesk

PowerBI

Data analysis

Excel

PowerPoint

Word

Tools

Excel

PowerPoint

Word

Job description

What we’re all about:

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over10 million IoT subscriptionsactive in165 countriesand direct partnerships with50 mobile networks, we connect you to more than750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

TheInternet of Things (IoT)is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. AtWireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

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:

1. Change Of Ownerships (COO) for WL UK Customers

1. Migrations of all types Inbound & Outbound

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 I Include:

• 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 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.

Behaviours:

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

#LI-Hybrid

#LI-CG1

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

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 ([e-mail]) and we will respond to your query as soon as possible.