Service Support Analyst

What were 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 were more than that. Our mission To make IoT management a breeze for any device anywhere. With over 15 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 everywhereeven if you dont realize it. At Wireless Logic we provide cutting‑edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

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 everywhereeven if you dont realize it. At Wireless Logic we provide cutting‑edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Ready to be the wizard behind the curtain keeping our customers connected and happy Were on the hunt for an energetic professional and focused Service Support Analyst to join our buzzing Service Desk. This isnt just about answering calls; its 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.

Youll 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!

• 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.

• 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 youre a multi‑channel maestro!
• Excellent verbal and written communication skills you can explain anything to anyone…