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
Technical Support Manager responsible for leading and managing the technical support Spanish team at Wireless Logic.
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 include 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: Provide technical support to customers: This includes troubleshooting network problems, diagnosing hardware and software issues, and providing guidance on how to resolve technical issues.Manage the technical support team: This includes hiring, training, and evaluating technical support staff.Partner with the sales team: This includes providing technical support to sales staff, assisting with the preparation of technical proposals, and participating in sales meetings.Maintain a strong understanding of networking technologies: This includes staying up-to-date on the latest networking technologies and trends.Develop and implement training programs: This includes developing and implementing training programs for technical support staff.Identify and resolve technical support issues: This includes identifying and resolving recurring technical support issues, as well as implementing preventive measures to reduce the number of support tickets.Skills required: Bachelor's degree in a technical field (telecommunications, computer science, or similar).Solid networking knowledge (CCNP or similar is ideal).3+ years of experience in technical support or network management.Experience with operators would be a plus, preferably with experience working with networks (preferably Cisco).Experience in network architectures, cloud services, AWS, Azure, Google cloud, etc.Experience and learning capacity in IT infrastructures developed on local servers.Experience in design and programming of hardware and firmware for electronic devices.Experience and knowledge in programming equipment and communication modules by AT commands.Expertise in management, monitoring, and installation of industrial 4G routers is a plus.Python programming and web development experience is a plus.Proficiency in English and Spanish.Ability to manage and mentor technical teams.Problem-solving and analytical skills.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.
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