Job title: Customer Support
Location: Calle Arenal nº5 planta 3, oficina 307 (Edificio SURNE), 48005 Bilbao
Reporting to: Tech support
Working: 40 hours Mon-Fri
Role type: Permanent

Wireless Logic is a fast-growing leader in communications services for M2M and the Internet of Things (IoT). We are looking for an energetic, professional, and focused individual to work within a busy customer facing team, dealing with all aspects of 1st line support and diagnostics.

Key relationships
Interfacing with customers and internal teams.

The role
The team is responsible for assisting all customers and are the entry point for customer queries. This role will be responsible for ensuring standards of service expectations and SLAs are met. General duties ranging from responding to customer requests/queries via phone and Zendesk (ticket management system), managing relationships with customers by supporting their introductory onboarding journeys, service reviews and day to day issues; identifying and hosting platform training sessions where required. The ideal candidate will be enthusiastic, take a logical and proactive approach to problem solving and be confident in the transfer of knowledge to customers. The candidate must thrive in a fast-paced environment and be a natural problem solver. The candidate must be a team player willing to go that extra mile in line with the customer and business needs.

Responsibilities include:

• 1st line support for diagnosing problems and issues.
• Liaising with networks to troubleshoot and diagnose first line faults.
• Logging phone calls and triaging queries using Zendesk.
• Providing internal operational support.
• Ensuring customers IoT SIM provisioning systems are kept up-to-date and accurate.
• Managing and supporting customer relationships as per service level agreements.
• Ensuring new customers are successfully onboarded.
• Hosting relevant platform training.
• Assisting in the creation of service packs and hosting service reviews.
• Ad hoc duties as required.

The above list of job duties is not exclusive or exhaustive and the candidate will be required to undertake such tasks as may reasonably be expected within the scope of the role or department.

Skills required:

• Excellent verbal and written communication skills (in Spanish).
• Excellent attention to details is essential.
• Excellent team player.
• Must have the ability to work unsupervised and on own initiative post completion of training.
• Highly organised coupled with the ability to prioritise effectively.
• Ability to thrive in a high pressure, fast paced work environment.
• Experience of using Microsoft tools including Excel.

Experience

• Previous experience within a Customer Service or customer facing role would be highly advantageous, experience within the services/telecommunications industry will also be considered positively

Why work with us?

• The opportunity to work for an entrepreneurial Company
• Full training, ongoing support, and the tools you need to grow and develop in your role
• We are a company with a heart and who genuinely values and respects its employees

In addition, we provide the following benefits:

• 25 days holiday
• Private Medical Insurance
• Employee assistance program

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.

As an equal opportunities employer, Wireless Logic is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Wireless Logic.