Service Support Analyst

Wireless Logic Ltd; Maidenhead; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Wireless Logic Ltd is seeking an energetic Service Support Analyst to join the Service Desk team. The role involves solving connectivity issues and maintaining high service standards. Candidates should have experience in customer service and demonstrate excellent communication and problem-solving skills.

Benefits

25 days holiday

Enhanced Maternity/Paternity Leave

Private Medical Insurance

Discounted Gym membership

Company Sick Pay Scheme

Qualifications

• Minimum 1 year in a fast-paced Customer Service role.
• Experience with customer procedures in a Service Desk environment.
• Comfortable using CRM systems.
• Experience with large contracts in telecom is a plus.

Responsibilities

• Handle Level 2 connectivity problems and customer issues.
• Master SIM activation and cancellation processes.
• Log customer interactions using Zendesk.

Skills

Excellent communication skills

Attention to detail

Problem solving

Time management

Tools

Zendesk

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 over

YOUR NEXT JOB!

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 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.

Role Overview

Ready to be the wizard behind the curtain, keeping our customers connected and happy? We're on the hunt for an energetic, professional, and focused Service Support Analyst to join our buzzing Service Desk. This isn't just about answering calls; it's about being the second line of defence, a true diagnostic hero who solves problems and ensures our customers' connections are smoother than a freshly paved road.

You'll be reporting to our awesome Service Support Supervisor and working hand-in-hand with colleagues, suppliers, industry specialists, and 3rd party service providers. This role is crucial for maintaining our sky-high service expectations and hitting those all-important SLAs. If you love diving deep into diagnostics, managing customer connections from activation to support, and being part of a team that thrives on making things work, then this is your stage!

Your Daily Quest

• Be the diagnostic detective for Level 2 connectivity problems and issues, getting to the root of things with a smile.
• Master the art of SIM core processes, from activations to cancellations, keeping everything running like clockwork.
• Handle change of ownership and tariff change requests with precision and speed.
• Jump in to support call overflows and administrative tasks, because teamwork makes the dream work!
• Log all customer interactions (phone calls, chats, emails) like a pro using Zendesk, triaging queries for swift resolution.
• Keep our M2M SIM provisioning system (SIMPro) sparkling clean and accurate with despatches, activations, cancellations, and suspensions.
• Collaborate with network providers to troubleshoot and diagnose Level 2 faults, ensuring seamless service.
• Escalate and pass tickets to our Level 3 gurus, both internally and externally, when things get super complex.
• Proactively manage and support our fantastic dealer and customer relationships, building trust with every interaction.
• Review daily dashboard reports and internal API fail-out reports to prioritize tasks and stay ahead of the game.
  
  

The Secret Sauce

• A minimum of 1 year of experience rocking it in a fast-paced Customer Service role.
• Proven experience navigating complex customer procedures, ideally within a Customer Service/Service Desk environment.
• Comfortable using omnichannel CRM systems to support customer requirements – you're a multi-channel maestro!
• Excellent verbal and written communication skills – you can explain anything to anyone with clarity and charm.
• Ninja-level attention to detail, highly organised, and a time management wizard – you never miss a beat.
• A natural problem-solver who thrives in a high-pressure, fast-paced environment.
• Proficiency in Excel, PowerPoint, and Word – you know your way around the digital tools.
• Bonus points if you've previously operated within a business handling large contracts in the services/telecommunications industry.
  
  

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

• An enthusiastic, logical, and proactive approach to problem-solving – you see challenges as opportunities!
• Confident in sharing your knowledge with customers and colleagues – you're a fountain of wisdom!
• The ability to thrive in a fast-paced environment and be a natural problem solver.
• A true team player, always ready to go that extra mile to meet customer and business needs.
• A positive, can-do attitude that’s infectious and inspires those around you.
• Demonstrate interest in continuous self-development – always learning, always growing!
• Be a brand ambassador for our business – you embody the Wireless Logic spirit!
  
  

Your Objectives for the Year:

• Master Second-Line Resolution: Achieve an average first-contact resolution rate of 75% for 2nd line support tickets within your first 6 months, ensuring speedy and effective customer solutions.
• Optimize Process Efficiency: Identify and propose one key process improvement within the SIM core processes or diagnostics workflow by end of Q3, aiming to reduce manual effort or enhance accuracy.
• Elevate Customer Satisfaction: Consistently maintain a customer satisfaction score of 90% or above based on Zendesk feedback, demonstrating exceptional service and proactive communication.
  
  

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
• Dental cover
• 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
• 1st Interview (Virtual) - Meet your manager
• 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.

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Telecommunications

Referrals increase your chances of interviewing at Wireless Logic Ltd by 2x

Get notified about new Support Analyst jobs in Maidenhead, England, United Kingdom.

London, England, United Kingdom 1 week ago

Epsom, England, United Kingdom 2 weeks ago

Junior Technical Support Specialist - Route into Tech

Thatcham, England, United Kingdom 5 days ago

Woking, England, United Kingdom 2 weeks ago

Watford, England, United Kingdom 7 months ago

Reading, England, United Kingdom 2 months ago

Guildford, England, United Kingdom 1 week ago

Reading, England, United Kingdom 4 months ago

Theale, England, United Kingdom 3 weeks ago

Chiswick, England, United Kingdom 1 week ago

Slough, England, United Kingdom 3 months ago

Wokingham, England, United Kingdom 1 week ago

Watford, England, United Kingdom 7 months ago

Reading, England, United Kingdom 4 months ago

Slough, England, United Kingdom £35,000.00-£40,000.00 1 day ago

Borehamwood, England, United Kingdom 1 month ago

Princes Risborough, England, United Kingdom 6 days ago

Reading, England, United Kingdom 1 week ago

Chiswick, England, United Kingdom 5 days ago

Slough, England, United Kingdom 3 weeks ago

Stanmore, England, United Kingdom 1 week ago

Silchester, England, United Kingdom 2 weeks ago

Hounslow, England, United Kingdom 1 week ago

Reading, England, United Kingdom 6 days ago

Theale, England, United Kingdom 4 days ago

Guildford, England, United Kingdom 3 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.