Customer Engagement Advocate

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over
20 million IoT subscriptions
active in
165 countries
and direct partnerships with
50+ mobile networks
, we connect you to more than
750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA
, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The
Internet of Things (IoT)is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At
Wireless Logic
, we provide cutting‑edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

As a Customer Engagement Advocate, you are at the heart of the Service Operations Team! Your mission: to connect with customers, solve problems, and drive self‑service to ensure top‑tier support. You’ll be at the front line, guiding customers through their SIM troubles, triaging and creating lasting relationships along the way; a custodian of our Customers Experience!

Being the advocate who understands the customer's needs in order to prioritise Enterprise customer issues across the service function. Being proactive and providing a level of comfort during planned or unplanned incidents and assisting in notification comms. 💬🔧

• 1st Line Support
  - Diagnose and resolve issues with SIMs.
• Collaborate & Connect
  – Build relationships and work with colleagues, suppliers, customers, and 3rd party service providers. Connect with customers via phone, messaging conversations, Zendesk (CRM) & Proactive Campaign.
• Customer Champion
  - Advocate the use of the SIMPro self‑serve portal and create effective solutions!
• Troubleshooting Wiz
  - Help customers navigate issues with troubleshooting, password resets, and system diagnostics. Use Zendesk, SIMPro, and messaging conversation tools to manage and resolve queries.
• SLA’s- Use reporting tools like Zendesk, Power
  
  BI, Salesforce, and SIMPro to make proactive, fact‑based decisions. Utilise these reports to ensure standards of service expectations and SLAs (Service Level Agreements) are met.
• Onboarding & Training
  – Executing smooth and timely customer onboarding, supporting the customers journey and hosting platform training.
• Care Agent
  - Being a dedicated first point of contact for operational queries for Enterprise customers. Ensure customer satisfaction and deliver excellent service at every touchpoint.
• Customer Communications
  - Managing customer communications during planned or unplanned maintenance and business updates.
• Customer Feedback
  - Managing customer feedback by completing deep dives and assist in identifying ways of improvement

• Support Your Team
  - Help with platform and product readiness, training, knowledge base contribution and more!
• Customer Experts
  - Ensuring customer data within Zendesk and SIMPro (CRM’s) are maintained with up‑to‑date and accurate information.
• Continuous Improvement
  - Identify, create, and implement ways to improve Customer Engagement.

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

• Communication
  - Your ability to engage with customers and colleagues is key.
• Attention to Detail
  - Stay organized and deliver exceptional service.
• Time Management & Organisation
  - Strong skill set required to work unsupervised and on own initiative
• Pro…