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- Tasks: Support customers with enquiries, manage support tickets, and ensure exceptional service delivery.
- Company: Join a growing Telecommunications business in Scotland, focused on customer excellence.
- Benefits: Enjoy a fully remote role, competitive salary, and great company perks.
- Why this job: Perfect for entry-level candidates wanting to kickstart their career in telecoms with a supportive team.
- Qualifications: SCQF Level 5 in English and Maths; customer service experience preferred.
- Other info: Work Monday to Friday, 09h00 – 17h00, with opportunities for training and development.
The predicted salary is between 25000 - 25000 £ per year.
We have an opportunity for a Customer Support and Provisioning Administrator to join a growing Telecommunications business in Scotland. This is a home-based fully remote role (Monday-Friday, 09h00 – 17h00) reporting directly to the Client Services Manager.
About the role:
This is an entry-level opportunity. The ideal candidate could have some working experience within the telecommunications or IT industry within customer care, support desk, creating and assigning support tickets, preferable knowledge of fixed and mobile telecoms and associated services, or an IT, technical related graduate with an entry-level customer care support background.
The role of Support & Provisioning Administrator serves as the main point of contact for customer enquiries at varying stages of their journey, from making initial enquiries, through provisioning and scheduling installations, to maintaining their products and services upon conclusion of setup and installation. The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution by working in collaboration with the team to maintain regular communication with the customer and manage expectations.
Customer
- Answering calls to the Support Desk and creating/assigning support tickets to the Support Team, ensuring all customer interaction which relates to faults and service interruptions are done so through the ticketing system on company CRM, so the Company can monitor and report on service ticket resolution times and outstanding issues;
- Assist the Provisioning Coordinator in processing customer orders accurately and in a timely manner, communicating with the customer to obtain all relevant information required to facilitate a smooth transition to the business as a service provider;
- Maintaining accurate customer records in company CRM;
- Establishing and setting up the billing requirements for customers upon the commencement of new products and services;
- Responding to billing queries and escalating to the Client Services Manager where necessary;
- Provide exceptional service at all times during customer interactions, committing to the Company’s direction of customer excellence.
Supplier
- Assist in collaborating with suppliers/providers on faults and service interruptions while ensuring supplier/provider SLA’s are met, as well as ensuring the customer is informed at all stages in line with our own SLA’s;
- Liaise with suppliers on customer porting and service transition, to ensure the business meet their obligations under agreed SLA’s while ensuring that suppliers meet their own SLA obligations to the business and where issues arise, escalating to the Client Services Manager;
- Develop and maintain sustainable working relationships with key personnel within suppliers the business work with to facilitate a positive working relationship and the prompt & timely resolution of queries, concerns & faults;
- Maintain up to date knowledge of supplier products and services available to the business, the work involved in configuration & setup, so that deployment to customer sites can be planned accordingly and resource allocated appropriately to your workload;
- Attend supplier training events as required to further your own development and technical knowledge within the role.
Human Resources, Finance and Administration
- Complying with all Company HR & Finance policies and procedures;
- Complying with Company data protection policies and procedures by utilising our customer relationship management systems to record all customer activity;
- Responding to and sending emails from your Company email account, as well as monitoring appropriate shared mailboxes for timely responses to enquiries;
- Utilising Cezanne to record and approve holidays and absences, as well as completing performance appraisals and coaching sessions through the system;
- Utilising Office 365 to record and share operational information and documents in a secure and efficient manner;
- Utilising IT resources to maximise our digital communications within and out with the business;
- Ordering of telecoms stock for customers per their signed contract.
Requirements for this role:
- SCQF Level 5 English and Maths;
- Experience working within a customer service role (telecoms industry an advantage);
- Ability to communicate effectively, with strong written communication skills and an excellent telephone manner;
- Excellent attention to detail and strong numeric skills;
- Ability to grasp new concepts and terminology and learn new systems and services quickly;
- Excellent team player;
- Self-motivated and enthusiastic.
On offer:
A fully remote role, offering a salary of £25,000, great company benefits and an opportunity to grow within the telecommunications field.
Provisioning Support Administrator employer: The Green Recruitment Company
Contact Detail:
The Green Recruitment Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Provisioning Support Administrator
✨Tip Number 1
Familiarise yourself with the telecommunications industry, especially fixed and mobile services. Understanding common terminology and processes will help you communicate effectively during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Practice your customer service skills by simulating common scenarios you might encounter in this role. This could include handling customer queries or resolving issues, which will prepare you to showcase your problem-solving abilities during the interview.
✨Tip Number 3
Research StudySmarter and our values, particularly our commitment to customer excellence. Being able to articulate how your personal values align with ours can make a strong impression on the hiring team.
✨Tip Number 4
Network with professionals in the telecommunications field, whether through LinkedIn or local events. Building connections can provide insights into the industry and potentially lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Provisioning Support Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights any relevant experience in customer service, particularly within telecommunications or IT. Emphasise skills like communication, attention to detail, and your ability to learn new systems quickly.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of the job description that resonate with you, such as your commitment to exceptional customer service and your understanding of telecoms.
Showcase Relevant Skills: When writing your application, clearly outline your strong written communication skills and any experience with CRM systems or ticketing software. This will demonstrate your readiness for the responsibilities of the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this position.
How to prepare for a job interview at The Green Recruitment Company
✨Research the Company
Before your interview, take some time to learn about the telecommunications business. Understand their services, values, and recent developments. This will help you tailor your answers and show genuine interest in the role.
✨Prepare for Customer Scenarios
Since the role involves customer support, think of examples from your past experiences where you successfully handled customer queries or issues. Be ready to discuss how you would approach common scenarios in the telecommunications industry.
✨Showcase Your Communication Skills
Effective communication is key in this role. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. Practice answering questions in a concise manner while maintaining a friendly tone.
✨Highlight Your Attention to Detail
Given the importance of accuracy in processing orders and maintaining records, be prepared to discuss how you ensure attention to detail in your work. You might want to share specific examples that showcase your meticulousness.
