The RoleTo ensure standards of service delivery expectations are met, working to SLAs and providing expected levels of delivery. The role is responsible for processing hardware orders and supporting second line customer queries relating to hardware. In a massively growing part of the company, this role will be key to achieving the demand for hardware. In addition to this, supporting dispatch of SIM orders where required.
Responsibilities include:Manually configure routersRaise customer SIM and hardware orders using Sage X3 systemPerform testing on processed orders to ensure dispatch is accurateProcess and manage returned stockWork with internal teams planning for forecasted ordersAdminister router management platform(s) used for all configurationsManage and complete outstanding cases within SLA timescalesWorking within the Service Desk Team to support second line hardware queriesMonitor queue on Zendesk ticketing system for outstanding order requests to be processedPrioritise workload for urgent requestsUse order summary provided to determine product requirements per orderManage additional requirements to a customer’s order such as SIM activationsSupport the supply chain team with their dispatch related activitiesKeep customers updated regarding shipment date and method, current status and answering questions relating to pending/completed orders.
Skills required:Excellent attention to detailMust have the ability to work unsupervised and on own initiativeExcellent verbal and written communication skillsHighly organised coupled with the ability to prioritise effectivelyAbility to thrive in a high pressure, fast-paced work environmentExcellent team player, personable and able to operate at all levelsThe position consists of occasional physical requirements (moderate lifting and carrying.)

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