The Role
To 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 routers Raise customer SIM and hardware orders using Sage X3 system Perform testing on processed orders to ensure dispatch is accurate Process and manage returned stock Work with internal teams planning for forecasted orders Administer router management platform(s) used for all configurations Manage and complete outstanding cases within SLA timescales Working within the Service Desk Team to support second line hardware queries Monitor queue on Zendesk ticketing system for outstanding order requests to be processed Prioritise workload for urgent requests Use order summary provided to determine product requirements per order Manage additional requirements to a customer’s order such as SIM activations Support the supply chain team with their dispatch related activities Keep customers updated regarding shipment date and method, current status and answering questions relating to pending/completed orders. Skills required:
Excellent attention to detail Must have the ability to work unsupervised and on own initiative Excellent verbal and written communication skills Highly organised coupled with the ability to prioritise effectively Ability to thrive in a high pressure, fast-paced work environment Excellent team player, personable and able to operate at all levels The position consists of occasional physical requirements (moderate lifting and carrying).
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To 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 routers Raise customer SIM and hardware orders using Sage X3 system Perform testing on processed orders to ensure dispatch is accurate Process and manage returned stock Work with internal teams planning for forecasted orders Administer router management platform(s) used for all configurations Manage and complete outstanding cases within SLA timescales Working within the Service Desk Team to support second line hardware queries Monitor queue on Zendesk ticketing system for outstanding order requests to be processed Prioritise workload for urgent requests Use order summary provided to determine product requirements per order Manage additional requirements to a customer’s order such as SIM activations Support the supply chain team with their dispatch related activities Keep customers updated regarding shipment date and method, current status and answering questions relating to pending/completed orders. Skills required:
Excellent attention to detail Must have the ability to work unsupervised and on own initiative Excellent verbal and written communication skills Highly organised coupled with the ability to prioritise effectively Ability to thrive in a high pressure, fast-paced work environment Excellent team player, personable and able to operate at all levels The position consists of occasional physical requirements (moderate lifting and carrying).
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