​We have an opportunity for a Customer Support and Provisioning Administrator to join a growing Telecommunications business in Scotland. This is 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;