Descrição
Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process.
We are looking for an IoT Provisioning Specialist to help set up our high-value customers for immediate success through a clearly defined implementation process. As an IoT Provisioning Specialist, you will educate wider teams, help solve onboarding problems, and ensure the smooth adoption of our products. The role is critical to the ongoing success of Truphone and pivotal to our growth band.
Key Responsibilities
- Responsible for end to end provisioning of IoT customers, ensuring that all documents are received and accounts are set up prior to the customer’s scheduled activation date
- Prioritize issues in accordance with their severity and Service Level Agreement (SLA) while effectively managing case queues
- Communicate with internal stakeholders (Sales, Product and other Operational teams) on fulfilment concerns and provide meaningful feedback around provisioning processes
- Identify process improvements and automation opportunities to reduce customer onboarding time and successfully implement changes
- Identify pain points and trends to help global provisioning continuously improve our customer experience
- Working proactively to maintain an excellent level of product knowledge and delivery
Requirements:
- An organised individual, able to design new working practices. Self-motivated and proactive approach to work
- Excellent system skills, including excel, with an ability to analyse and manipulate large amounts of data
- Excellent communicator who is able to articulate messages clearly to all levels within the organisation
- Ability to multi-task, be flexible and work under pressure and manage own workload and deadlines
- Experience of working to SLAs and delivering excellent client service
- Proven ability to foster and develop relationships with key internal stakeholders