Managed Services Support Analyst

Totalmobile is a Field Service Management (FSM) provider passionate about improving work and mobile workers' lives. We are the UK leader with 375 staff across the UK and Ireland, supporting over 1,000 organisations and 500,000 workers to transform the delivery of field services and experience an exceptional return on investment.

This is a great opportunity for a person to join a growing organisation and be part of an experienced customer services team working with large blue-chip organisations throughout the UK and US.

Job Summary:

As a support member within the managed services team, your role is pivotal in helping to ensure our customers have a smooth and efficient experience when raising incidents and requests as part of their customer support journey. There are 3 main elements to this role:

• This is the initial tier 1 triage for new incidents and requests, operating via the support portal and phone calls.
• Actioning any tickets that are deemed to fall under the 1.5 support line bracket for all Totalmobile products.
• Being part of the primary support team for the Protect product, including software support, hardware support, configuring new devices, processing returns, handling stock, training and reporting.

This role also supports the wider Protect teams, such as customer success, finance and sales. This role will report directly to the Customer Engagement Hub Manager and work closely with the Managed Services Team Lead. This team is based out of the Rochdale office and requires an element of physical hardware set-up and distribution. Therefore, it is expected that you will be in the physical office for most days, with exceptions for those on an apprenticeship who will receive a day a week to work from home on work related to their apprenticeship course, and exceptions agreed with your manager.

Daily tasks will include:

• Supporting customers using the internal ticketing system.
• Communicating with customers via telephone and email providing end user customer support and product information.
• Device hardware provisioning, testing, and repairing.
• Managing the inbound workflow from external clients and internal staff, and delegating to the wider team.
• Creating and updating ad hoc customer and internal reports.
• Assisting the Project Manager with new and existing client projects for Protect hardware.
• Providing customer training on the Totalmobile Protect product.
• Preparing and distributing customer reports.
• Importing and updating existing data in a database using a GUI and bespoke tools.
• Ticket communication management.
• Engaging with smaller customers on an ad hoc basis to understand and resolve issues.
• Communicating with multiple support teams regarding triage incidents and requests.
• Actioning tickets that are classed as 1.5 line for all other TM products.
• Swapping between triage and Protect support.
• Work to SLAs.
• Ensuring customer interactions are logged and recorded against tickets.

We will provide full support to develop and gain experience with other Totalmobile products. A positive approach to learning and gaining new skills through teamwork and training opportunities.

Desired Skills:

• Microsoft Office proficiency (specifically Excel).
• Use of email.
• Experience of speaking face to face, via phone calls, moving to the desired and remotely through Teams.
• Time and task management experience.
• Ability to diffuse escalating incidents – desired.
• Problem-solving and analytical abilities.
• Basic understanding of a sales process, purchase orders, invoices etc.
• Understanding of Android and iOS phone devices and settings.
• Data presentation and report creation skills.
• Presentation skills, both face-to-face and remotely.
• Use of a support ticketing system.
• Good understanding of software.
• Familiarity with customer support best practices.

At Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.