Service Fulfilment Analyst

Wireless Logic Ltd; Maidenhead; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Analyst, where you will play a pivotal role in ensuring seamless connectivity solutions for customers. In this dynamic position, you will provide top-notch support, manage SIM card operations, and collaborate with a dedicated team to enhance customer satisfaction. With a commitment to innovation and excellence, this role offers you the chance to thrive in a fast-paced environment while contributing to the growth of the IoT connectivity sector. If you are passionate about technology and customer service, this is the perfect opportunity for you!

Benefits

25 Days Holiday

Buy Up to 5 Additional Holiday Days

Birthday Day Off

Enhanced Maternity/Paternity Leave

Private Medical Insurance

Discounted Gym Membership

Onsite Gym

Cycle to Work Scheme

Employee Assistance Program

Qualifications

• 1+ years in Customer Service, ideally in a Service Desk role.
• Experience with omnichannel CRM systems is preferred.

Responsibilities

• Provide 2nd line support for connectivity issues.
• Manage SIM card operations and customer queries.

Skills

Customer Service Experience

CRM Systems

Microsoft Excel

Problem-Solving Skills

Education

High School Diploma

Bachelor's Degree

Tools

Zendesk

Microsoft PowerPoint

Microsoft Word

Job description

1 week ago Be among the first 25 applicants

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 over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 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?

The Internet 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. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Draw Them In (Role Overview):

As a Service Desk Analyst at Wireless Logic, you'll be at the heart of our operations, ensuring our customers receive top-notch support and their connectivity solutions run smoothly. This role is crucial in maintaining our reputation for stellar service and plays a key part in supporting our continued growth within the dynamic world of IoT. You will be part of a busy Service Desk team, reporting to the Service Desk Manager, and will work closely with colleagues, suppliers, industry specialists, and 3rd party service providers. Your ability to collaborate effectively and build strong relationships will be essential to your success.

• Provide 2nd line support for diagnosing and resolving connectivity problems/issues.
• Process tasks related to SIM card operations, including activations and changes.
• Manage change of ownership and tariff change requests.
• Handle call overflows, administration, and logging phone calls/chats, and triage queries using Zendesk.
• Ensure our M2M SIM provisioning system (SIMPro) is accurate and up-to-date, managing dispatches, activations, cancellations, and suspensions.
• Liaise with networks to troubleshoot and diagnose faults.
• Review fail out reporting from internal API activities and daily dashboard reporting to prioritize tasks effectively.
• Proactively communicate with customers to resolve issues and ensure tickets are routed to the correct team.

The Secret Sauce (Key Experience & Skills):What do you think this person needs to absolutely smash this role? These are the qualifications, skills, and traits we’re after:

• Experience: A minimum of 1 years’ experience within a Customer Service role, with exposure to complex customer procedures, preferably in a Service Desk environment.
• CRM Systems: Proven experience supporting customer requirements via omnichannel CRM systems.
• Industry Knowledge: Previous experience operating within a business with large contracts in the services/telecommunications industry is highly advantageous.
• Technical Skills: Proficiency in Microsoft Excel, PowerPoint, and Word.
• Problem-Solving Skills: Ability to thrive in a fast-paced environment and a natural problem-solver.

What Will Make You Shine At Wireless Logic (Behaviours & Culture) :

• Enthusiasm and a logical, proactive approach to problem-solving.
• Confidence in transferring knowledge to customers and colleagues.
• Ability to thrive in a fast-paced environment.
• A positive, can-do attitude that’s infectious.
• Excellent verbal and written communication skills.
• Exceptional attention to detail, with strong organizational and time-management skills.
• Ability to work unsupervised and on own initiative.
• A collaborative team player, personable and able to operate effectively at all levels.
• Accountability and professionalism.
• Resilience to roll with the punches.

Your Objectives for the Year: 2-3 key objectives for a job, you want them to be clear, meaningful, and actionable. Think of them as the big-ticket items the person will focus on to make an impact, keep it simple but exciting. What are the priorities that you know about? For example:

1) Maintain a customer satisfaction (CSAT) score of 95% or higher for all resolved tickets.

2) Reduce the average ticket resolution time by 15% through process improvements and enhanced knowledge sharing.

3) Proactively identify and resolve recurring customer issues to minimize escalations and improve overall service quality.

Why Come Work With Us?

Here’s why we’re confident you’ll love being part of our team:

• The chance to join a creative, entrepreneurial company where bold ideas are celebrated.
• Full training, ongoing support, and the tools to help you thrive and grow in your role.
• ️ We’re a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.

For UK: Benefits Of Being Part Of The Team:

• 25 days holiday
• Buy up to 5 days additional holiday
• Birthday Day off
• Enhanced Maternity/Paternity Leave
• Group Company Pension Scheme
• Private Medical Insurance
• Discounted Gym membership at over 3000 Gyms
• Optical cover
• 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

Ok, I'm Interested, What’s Next?

Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview – Meet the people team
• 2nd Stage (Face to Face)- Meet your peers
• Final Stage (Virtual / Face to Face)- Meet our leadership

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

How we work?

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 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 and we will respond to your query as soon as possible.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Information Technology, and Analyst

• Industries

  Telecommunications and IT Services and IT Consulting

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