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:
Fancy diving into the buzzing world of IoT with a team that’s all about making connections happen? As a Service Fulfilment Analyst, you'll be right at the heart of our operations, the go-to person for making sure our customers' IoT dreams become a reality. Think of it as being the linchpin that keeps our services running smoothly and our customers smiling. Your impact as a Service Fulfilment Analyst will be felt across the UK and beyond as you team up with internal experts and external partners to deliver top-notch service. If you’re someone who loves to get things done and thrives in a collaborative environment, you’ll fit right in!
Your Daily Quest:🌎
* Become a Connectivity Guru: Dive deep into diagnosing and resolving any connectivity hiccups our customers might face (that's your 2nd line support magic!).
* Master the SIM Symphony: You'll be orchestrating SIM card processes like activations and changes, ensuring everything runs like a well-oiled machine.
* Be the Change Champion: Handle ownership and tariff adjustments with precision and care, keeping our customer accounts in tip-top shape.
* Triage Like a Pro: Jump into our Zendesk system to log, categorize, and prioritize customer queries, making sure everyone gets the help they need, pronto.
* Keep the Data Flowing: Ensure our SIM provisioning system (SIMPro) is always accurate, from dispatches to suspensions – attention to detail is your superpower here!
* Network Navigator: Liaise with network providers to troubleshoot and get to the bottom of any Level 2 snags. Escalating and passing tickets to L3 level in and out of Wireless Logic.
* Be the Customer Advocate: Proactively reach out to customers with updates and solutions, keeping them in the loop and feeling valued.
The Secret Sauce:
* Experience: Ideally, you’ll bring 1+ years of experience in a customer service role, bonus points if you’ve navigated the complexities of a service desk environment.
* Sector Knowledge: Exposure to the services or telecommunications industry, especially with large contracts, would be a fantastic advantage. Familiarity with omnichannel CRM systems is a big plus.
* Skills: Top-notch verbal and written communication skills are a must! You’re highly organized, a whiz at time management, and possess an eagle eye for detail. You’re also someone who can take initiative and thrive in a fast-paced setting. Being a fantastic team player who can connect with people at all levels is key.
* Bonus Skills: If you’re a natural problem-solver with a proactive approach and a willingness to go the extra mile, you’ll shine even brighter!
What Will Make You Shine At Wireless Logic 😇:
* We're looking for someone who isn't just skilled, but also brings the right energy and attitude:
* You’re enthusiastic and approach problem-solving with logic and a can-do spirit.
* You’re confident in sharing your knowledge and empowering those around you.
* You stay cool, calm, and collected even when things get hectic.
* You’re all about teamwork and supporting an inclusive environment where everyone can thrive.
* You’re keen to learn and grow, always looking for ways to develop yourself.
* You bring a positive vibe that’s contagious and a collaborative style that lifts others up.
* You take ownership of your work and act professionally (while still knowing how to have fun!).
* You bounce back from challenges with resilience and a positive attitude.
Your Objectives for the Year:
* Supercharge Customer Satisfaction: Drive a noticeable improvement in customer satisfaction scores related to service fulfilment processes.
* Streamline Service Delivery: Identify and implement at least two key process improvements within the service fulfilment workflow to enhance efficiency and accuracy.
* Become a Zendesk Master: Achieve expert-level proficiency in using Zendesk to manage and resolve customer queries effectively and efficiently.
Why Come Work With Us?👋
* 🚀 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
* 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.