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
How to apply

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

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