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We’re looking for:

1st Line Fulfilment & Support Agent

Kingston Upon Thames

Salary: £22-26k, depending on experience
Type: Permanent, full time
Start Date: Immediate

Pangea is growing rapidly and is looking for a 1st Line Fulfilment & Support Engineer to provide day-to-day technical support and provisioning for customer services. We are looking for a like-minded individual whose values align with the teams; process-driven, proactive, excellent time management, focused, accountable, effective and reliable communication, and a willingness to learn/self-learn.

A typical day would be split between provisioning customer solutions, first-line partner support, liaising with suppliers, managing BAU customer requests, and troubleshooting tickets.

This role is ideal for a person who is technically minded but also can communicate with a wide audience on a business level. With the rapid growth of the business, we are looking to redefine our operations team, so we are looking for proactive self-starters. The changes in the team and the business should mean lots of opportunities for great career paths throughout all aspects of the business.

What you'll be doing

Basic 1st line support/customer service for our partners – predominantly email/ticket based but would be expected to take a few phone calls a day
Service setup for standard as well as non-standard services
Provisioning of services and CPE configurations for customers such as IoT SIM cards and routers
Provisioning and support of BAU-type services for customers
Packing & Shipping completed orders
Support sales team with an understanding of product capabilities and value
Project manage small projects
Testing of new products and services to be introduced into the Pangea portfolio
Various ad hoc duties

Skills you'll need

Previous support experience in a service provider environment is advantageous
Exposure to cellular network or broadband network environments is advantageous
Project and time management skills
Excellent communication skills, both verbal and written
An attention to detail and working on projects through to completion
Confidence to work autonomously and liaise with a mix of individuals
Ability to liaise with internal and external stakeholders in a professional manner
Assisting the team in the preparation and follow-up process of onboarding of new clients

How to apply

Please send a cover letter along with your CV to careers@pangea-group.net.

2nd Line Support Team Lead

Kingston Upon Thames

Salary: £35,000 – £42,000
Type: Permanent, full time
Start Date: Immediate

We’re looking for a 2nd Line Support Team Lead to provide day to day second line technical support and provisioning for customer services. A typical day would be split between provisioning complex customer CPE devices, assisting first line support, liaising with suppliers, managing non-BAU customer requests and troubleshooting escalated tickets.

You will be working in a close-knit environment and be celebrating the successes of the business, while helping manage the challenges. We work and play hard, so we need a team player who is bright, full of ideas, and willing to operate in a fluid and changing environment.

This role is ideal for a person who is technically minded but also can communicate with a wide audience on a business level.

What you'll be doing

Act as a point of escalation for the 1st line support team
Service setup for non-standard and complex services
Provisioning on complex services and CPE configurations for customers
Provisioning and support of non BAU type services for customers
Packing & Shipping completed orders
Support sales team with an understanding of product capabilities and value
Project manage small engineering projects
Testing of new products and services to be introduced into the Pangea portfolio

Skills you'll need

Network certification, e.g. CCNA or networking related degree or diploma
Previous 2nd line or network support experience in a service provider environment
Familiarity with CLI interfaces to configure routers, e.g. SSH / telnet / console
Exposure to cellular network or broadband network environments
Project and time management
Excellent communication skills, both verbal and written
An attention to detail and working on projects through to completion
Confidence to work autonomously and liaise with a mix of individuals
Ability to liaise with internal and external stakeholders in a professional manner
Assisting the team in the preparation and follow up process of on boarding of new clients
Various ad hoc duties

How to apply

Please send a cover letter along with your CV to careers@pangea-group.net.

Technical Account Manager

Kingston Upon Thames

Salary: £40,000 – £50,000
Type: Permanent, full time
Start Date: Immediate

We’re looking for a Technical Account Manager to improve the customer onboarding experience by interfacing with Account Management and Operations teams to ensure Customer Success and continuous process improvement.

You will be working in a close-knit environment and be celebrating the successes of the business, while helping manage the challenges. We work and play hard, so we need a team player who is bright, full of ideas, and willing to operate in a fluid and changing environment.

This role is ideal for a person who is technically minded with a dedication to customer success but can also communicate with a wide audience on a business level.

What you'll be doing

Areas of the role include:

End to end support and technical delivery of customer projects
Manage the technical side of customer on-boardings and build relationships with key stakeholders on all sides of the relationship (client side, supplier, internal)
Offer advice and run workshops regarding product features to the sales team to highlight during sales pitches and increase customer retention
Collaborate with sales team team and Operations Teams to present and implement long-term strategic goals during a customer’s lifecycle
Work with Operations Team to troubleshoot and escalate technical issues in a timely manner, providing clarity and visibility on status both internally and externally
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
Ensure a high level of service to both customers and internal teams
Partner with support team to develop and maintain operational processes to serve our customers and generate a positive experience
Develop and nurture strong customer relationships by providing a world-class technical support experience
Act as the voice of the customer by providing insights to drive technical enhancements
Provide technical & process training to others based on skills and expertise
Create white papers, solutions guides, best practices, custom documentation, etc
Document configuration and completed activities
Project manage large scale deployments

Skills you'll need

Requirements for the role include:

Bachelor’s Degree in Business Information Systems, Computer Sciences or equivalent work experience required
2-3 years of career experience in Customer Support, Customer Success, Client Onboarding, or Technical Implementation
Ability to get up to speed quickly on complex technical concepts through strong curiosity and a willingness to get your hands dirty
Prince 2, ITIL, PMP, or equivalent experience advantageous
Exposure to Mobile technologies, Broadband networks, M2M & IoT advantageous
Experience of ISP and broadband networks important
Previous Operational / Sales experience in a service provider environment advantageous
Technical problem solving proficiency
Exceptional Project and time management skills
An attention to detail and working on projects through to completion
Proficient in Microsoft Office applications
Excellent communication skills, both verbal and written
Experience writing client-facing technical documentation
A proven track record of success (Attitude, Competency, Activity Levels)
Demonstrated experience in a fast paced environment and meeting customer time constraints
Confidence to work autonomously and liaise with a mix of individuals
Ability to liaise with internal and external stakeholders in a professional manner