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