Management Support Specialist (Hybrid)

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. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. 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. As a Migrations Support Specialist, you\’ll be at the heart of our operations, guiding both new and existing Wireless Logic and Arkessa customers through seamless migrations and ownership changes. Reporting to the Migrations Support Supervisor, you\’ll be part of a dynamic team focused on delivering exceptional service and maintaining the integrity of our M2M databases. This role offers the chance to work with a diverse range of internal and external stakeholders, making a real impact on customer experience and operational efficiency. Spearhead the end-to-end migration process for Wireless Logic and Arkessa customers, ensuring data accuracy and solution customization. Develop and deliver engaging training sessions for both customers and internal teams to optimize our migration processes. Dive into data using tools like Zendesk, PowerBI, and SIMPro to generate insightful reports that drive fact-based decisions within the Migrations Support team. Log and triage incoming customer calls and chats efficiently using Zendesk, providing timely and effective operational support. Maintain the accuracy of our M2M SIM provisioning systems (SIMPro & Emport) by processing SIM changes and verifying network batches. Nurture strong relationships with dealers and customers, providing dedicated support and guidance. Collaborate with network providers to facilitate SIM changes required for migrations. A minimum of 1 year in a Customer Service or Telco administration role, ideally with exposure to complex customer procedures within a service desk environment. Customer Focus: Proven ability to support customer requirements effectively using omnichannel CRM systems. Previous experience within the services or telecommunications industry, particularly with large contracts, would be a significant plus. Technical Proficiency: Comfortable using Microsoft Excel, PowerPoint, and Word. Demonstrates a commitment to continuous self-development. Successfully lead and complete a high volume of customer migrations, maintaining a high level of data accuracy and customer satisfaction. # Identify and implement at least two significant improvements to our migration or Change of Ownership processes, resulting in increased efficiency or enhanced customer experience. # You’re all about teamwork and supporting an inclusive environment where everyone can thrive. 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. 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. ~❤️ 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 1st Interview (Virtual) – Meet your manager ~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 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. 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.