Managed Services Administrator

Exchange Communications it the UK’s leading supplier of smart, in-building cellular solutions. It is a forward-thinking tech business with more than 30 years at the forefront of the industry, who enables its clients to benefit from highly connected buildings that supports their operational requirements and driving forward their connectivity making it fit for the future.

Exchange Communications are currently recruiting for an experienced, enthusiastic, and enterprising individual to join our dedicated Managed Services team. You will be part of a team responsible for the first line support to our business customers. This role will encompass customer service and administration tasks, with the candidate being responsible for the delivery of orders, logging of fault incidents and following through to resolution and processing monthly billing. You will be expected to deliver a high standard of customer service to our existing and growing customer base through efficient handling of each query and solution provided.

What you'll need

• Minimum 1 years’ experience working within a telecoms managed service provider.
• Proven track record of delivering exceptional customer service in a managed service role.
• Experience in managing faults, communicating with carriers, working to SLA’s, billing, IP and hosted telephony is essential.
• Experience in Salesforce and Ability preferred.
• Competent IT skills, proficiency in excel required.
• Have a professional telephone manner, a proficiency in English.
• Have excellent interpersonal skills.
• Be motivated, a self-starter and team player.
• Attention to accuracy and detail.
• Ability to prioritise and time management.
• Competent decision maker.

What you will be doing

• Provisioning of fixed line install and transfers of PSTN, ISDN2, ISDN30, data connectivity, ADSL, FTTC and FTTP as well as Inbound and outbound voice products, IP telephony and hosted telephony.
• Placing customer orders, this will involve liaising with customers and network providers to ensure smooth and efficient delivery of our products and services.
• Aptitude to manage faults incidents from 1stline support through to resolution, logging to carriers and bring to resolution within service level agreement whilst providing regular customer updates.
• Ensure full knowledge of company portfolio, products and services are attained to order to prepare customer quotations and assist the sales team secure new business.
• Support and assist the sales and bid teams with quotes, pricing, solutions when required.
• Maintain company database accurately logging all orders, faults, and quotes on the CRM system.
• Prepare monthly billing accurately liaising with the Finance team to ensure correctly executed.
• Actively engage with other teams and senior management to discuss solutions, new business ideas, key analysis of MS services provided.

Competences

• Confidentiality.
• Business Acumen.
• Team Player.
• Decision Making.
• Commercial Awareness.
• Communication.
• Responsibility.
• Analytical.
• Planning & Time Management.
• Meeting Deadlines.