Service Fulfilment Analyst

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 14 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:

This is a fantastic opportunity for an energetic and professional Service Fulfilment Analyst to join our bustling Service Desk team. You'll be the go-to person for 2nd line support and diagnostics, playing a vital role in ensuring our customers' IoT connections are set up and serviced flawlessly. If you love solving puzzles and thrive in a fast-paced environment where you can make a real impact on customer satisfaction, this quest is for you!

You’ll report directly to the Service Fulfilment Supervisor and work closely with colleagues across the business, external suppliers, and industry specialists. This role is all about building strong relationships, both internally and externally, to ensure smooth operations and happy customers.

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Your Daily Quest (Key Responsibilities):🌎

Here’s what their day-to-day adventure will look like – the bread-and-butter (or avocado on toast, whatever your preference):

• Provide 2nd line support for diagnosing connectivity problems and issues, getting our customers back online in a flash!

• Handle task processing for core SIM processes, including activations, cancellations, and changes.

• Manage Change of Ownership and Tariff change requests, keeping our customer accounts accurate and up-to-date.

• Log incoming phone calls and chats and triage queries using Zendesk (our ticket management system).

• Liaise with mobile networks to troubleshoot and diagnose faults at a Level 2 standard, becoming a true connectivity detective.

• Keep our M2M SIM provisioning system (SIMPro) accurate and up-to-date with despatches, activations, suspensions, and more.

• Review fail-out reporting from internal API activities and daily dashboard reports to prioritise tasks effectively.

• Proactively reach out to customers to resolve issues and ensure tickets are routed to the correct teams for swift resolution.

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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:

• Specific experience: A minimum of 1 year of experience in a customer service or service desk role, ideally within a fast-paced environment.

• Sector knowledge: Exposure to working with complex customer procedures, preferably within the telecommunications or IoT industry. Experience with omnichannel CRM systems is a huge plus!

• Certifications / Qualifications: Not required, but any relevant IT or customer service certifications would be a bonus!

• Bonus Skills: Excellent verbal and written communication skills that sparkle! You'll be super organised with an eagle eye for attention to detail and top-notch time management skills.

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

We’re all about people who bring their A-game for the team. List what behaviours are needed that will make them a superstar in this role.

• Enthusiasm and a logical, proactive approach to problem-solving that lights up the room.

• The ability to stay calm and collected under pressure and adapt in a fast-paced environment.

• A positive, can-do attitude that’s infectious and a willingness to go the extra mile.

• An excellent team player who is personable and able to operate effectively at all levels.

• A confident and clear communicator who can seamlessly transfer knowledge to customers and other teams.

• A natural problem solver who enjoys troubleshooting and finding solutions.

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Your Objectives for the Year: 🎯

1. Master our core service fulfilment processes: Achieve a 95% accuracy rate in processing SIM activations, changes, and cancellations within the first 90 days.

2. Become a Zendesk wizard: Consistently maintain an average ticket resolution time of X hours and achieve a customer satisfaction (CSAT) score of X% for your resolved tickets within the first six months.

3. Contribute to continuous improvement: Proactively identify and suggest at least two process improvements within the Service Fulfilment team in your first year to enhance efficiency and customer experience.

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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.

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For UK: Benefits Of Being Part Of The Team: 🎁

 

• 25 days holiday + Birthday Day off (that's 26 days of fun!)

• Buy up to 5 days additional holiday (more adventures!)

• Enhanced Maternity/Paternity Leave (supporting growing families)

• Group Company Pension Scheme (planning for your future)

• Private Medical Insurance (looking after your health)

• Discounted Gym membership at over 3000 Gyms (stay active!)

• Dental cover & Optical cover (keeping your smile bright)

• Company Sick Pay Scheme (peace of mind)

• Cycle to work scheme (eco-friendly commuting)

• Access to a variety of online discounts on major retailers (treat yourself!)

• Employee assistance program (support when you need it)

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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 (recruitment@wirelesslogic.com) and we will respond to your query as soon as possible.