Migrations Support Specialist

**What we're all about**:
Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity But we're more than that. ✨ Our mission? To make IoT management a breeze for any device, anywhere. With over **10 million IoT subscriptions** active in **165 countries** and direct partnerships with **50 mobile networks**, we connect you to more than **750 networks** worldwide, delivering unmatched value across the IoT connectivity chain.

**Innovation is in our DNA**, and we have an insatiable hunger to 'wow' While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

**IoTa fancy acronym or a secret code?**:
The **Internet of Things (IoT)** is like the magical glue that keeps the world connected ✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don't realize it. At **Wireless Logic**, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

**Role Overview**:
Ready to be a key player in ensuring smooth transitions for our growing family of customers? As a Migrations Support Specialist, you'll be at the heart of our operations, guiding both new and existing Wireless Logic and Arkessa customers through seamless migrations and ownership changes. Reporting to the Migrations Support Supervisor, you'll be part of a dynamic team focused on delivering exceptional service and maintaining the integrity of our M2M databases. This role offers the chance to work with a diverse range of internal and external stakeholders, making a real impact on customer experience and operational efficiency.

**Your Daily Quest (Key Responsibilities)**:

- Spearhead the end-to-end migration process for Wireless Logic and Arkessa customers, ensuring data accuracy and solution customization.
- Keep customers and internal teams in the loop with regular, clear progress updates throughout the migration journey.
- Become our go-to expert on Energy Metering customer migrations and all three main migration types, sharing your knowledge and best practices.
- Develop and deliver engaging training sessions for both customers and internal teams to optimize our migration processes.
- Identify, create, and implement Continuous Improvement (CI) initiatives to streamline and enhance our migration and Change of Ownership (COO) procedures.
- Dive into data using tools like Zendesk, PowerBI, and SIMPro to generate insightful reports that drive fact-based decisions within the Migrations Support team.
- Review customer feedback and concerns related to migrations and ownership changes, proactively seeking ways to elevate their experience.
- Log and triage incoming customer calls and chats efficiently using Zendesk, providing timely and effective operational support.
- Maintain the accuracy of our M2M SIM provisioning systems (SIMPro & Emport) by processing SIM changes and verifying network batches.
- Nurture strong relationships with dealers and customers, providing dedicated support and guidance.
- Collaborate with network providers to facilitate SIM changes required for migrations.

**The Secret Sauce (Key Experience & Skills)**:

- **Experience**: A minimum of 1 year in a Customer Service or Telco administration role, ideally with exposure to complex customer procedures within a service desk environment.
- **Customer Focus**: Proven ability to support customer requirements effectively using omnichannel CRM systems.
- **Industry Advantage**: Previous experience within the services or telecommunications industry, particularly with large contracts, would be a significant plus.
- **Technical Proficiency**: Comfortable using Microsoft Excel, PowerPoint, and Word.
- **Communication Prowess**: Excellent verbal and written communication skills with a keen eye for detail.

**What Will Make You Shine At Wireless Logic (Behaviours & Culture)**: We're looking for someone who:

- Approaches problem-solving with enthusiasm, logic, and a proactive mindset.
- Confidently shares knowledge and expertise with both customers and colleagues.
- Is a true team player, always willing to go the extra mile to meet customer and business needs.
- Is personable and can build rapport at all levels of the organization.
- Demonstrates a commitment to continuous self-development.
- Brings a positive, can-do attitude to every interaction.
- Is highly organized and can effectively prioritize tasks in a fast-paced environment.
- Can work independently and take initiative.

**Your Objectives for the Year**:

- **Smo