Service Support Analyst

About the job

We are looking for an enthusiastic Service Support Analyst, with excellent customer service and communication skills, who is passionate about providing a first-class support experience to our valued customers here at Pelion. This position is a hybrid role with a strong focus on collaboration with support and engineering teams across Pelion. The role will be located at our Glasgow head office on St Vincent Street. Working with our other hard working, creative, and passionate colleagues, you will be crucial to the customer success experience for all our customers. Providing vital and exceptional service when they need it the most.

This technical support position involves working closely with the wider technical teams, therefore a great opportunity for someone who is looking to start their professional working journey, or further their career in our exciting organisation.

What you will be doing

• Be the first point of contact for customer logged technical incidents, service requests, and changes. Receiving incoming requests via email, electronic submission, and telephone.
• Providing technical support across all our Connectivity Management products and services to our customers.
• To resolve incidents and problems both directly from customers and through technical escalation.
• Managing incident and request tickets raised through a variety of channels to resolution.
• Performing troubleshooting across multiple mobile networks.
• Working closely with the wider technical support teams for issue resolution / future release requirements.
• Liaising with 3rd party suppliers and partners to accurately fix and resolve tickets.
• Ability to overcome technical problems and barriers encountered.
• Maintaining documentation and knowledge base material.

What we’re looking for

• Understanding of networking protocols, preferably mobile & cellular technologies, or telecommunications.
• Ability to prioritise issues based on their risk to the customer/business.
• Clear understanding of the expectations of SLAs.
• Previous experience in a Service Support/Help Desk environment.
• A self-starter who takes the initiative and works well in a fast-paced environment.
• Ability to work to tight deadlines.
• Attention to detail.
• Strong written and verbal communication skills – through consistently high-quality ticket responses.
• Clear and concise telephone communication is essential.
• Excellent organisational skills.
• A real team player who aspires to our core values of: We focus on our customers
• We create products we are proud of
• We make complex solutions simple
• We build for the future

Why Pelion?

We are different to other connectivity providers in the industry. We care about the quality of work we produce, and we genuinely care about the customers we deliver to and how we can support them long term.

Some of our customer relationships date back 20 years or more. However more importantly we care about each other and bringing out the best in one another.

We appreciate that our people are the key to Pelion’s success. That is why we invest in several great benefits, including: competitive reward packages; flexible working, family friendly policies, career development opportunities, and health and well-being initiatives.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Job Number: 10030