Our mission is to power a connected society by providing high quality solutions that enable communications between cities, communities, people and businesses.
We’re the engine behind many global brands and have been a trusted hidden partner for tens of thousands of businesses from startups to scale-ups.
We handle millions of text messages a day, millions of voice minutes, hundreds of thousands of remote connected devices. We also are the enablers behind the first significant Northern internet infrastructure, handling many hundreds of terabits of capacity.
A common thread running through all of our products and services is that we’re enabling smart companies to get to market quicker with innovative services to help every sector work better.
The role:
Reporting to: Support Team Manager
Responsibilities
Providing first-line support to aql’s varied customer base
Working to strict SLAs, following correct escalation procedures, ensuring the timely resolution of incidents and problems as prioritised in agreed service levels
RIPA/IPA request to be dealt with according to the SLA’s
Effective incident ticket queue management and ownership of logged incident tickets
Initial customer fault investigation on our SMS, FAX, Voice, 3G/4G data, WIFI & Leased Line platforms and Colocations
To deal will all S135/999 database requests ensure customers submit details in a timely manner
Assisting the Support Team Manager to communicate service updates and announcements to the customers
Providing first-line support to BWC customers
Managing and responding to customers on the live chat forum
Managing and responding to automated internal alerts
Upkeep of internal IT documentation
Provide OOH cover for all P1 escalations
Coordinating with various internal teams in line with requirements
Any additional duties that may be required
Porting
Scheduling and coordination of number porting with customers and other carriers within agreed SLAs
Verifying the porting requirement raised by customers for various products
Initiating porting requests with carriers, regularly following up on progress and finalising porting dates
Notifying customers regarding the scheduling of their number porting requests
Porting rejection management in coordination with customers and other carriers
Coordinating with various internal teams in line with requirements
Reacting to escalations as per business priority
Attending regular calls with customers as applicable
Overall knowledge, skills and behaviours
Personal skills and characteristics
Have excellent sales and customer service skills and a track record to prove it.
Preferably have experience in account management, but this is not essential if you can demonstrate great customer service and direct sales experience.
Experience in the tech/telecoms industry (preferred).
Can build rapport and maintain strong relationships.
Are highly organised.
IT literate ( Word, Google etc)
Qualifications
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths
If this sound like everything you have been looking for and more – apply today for immediate consideration. We are constantly reviewing applications and excited to welcome someone new to the aql team.
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Why aql?
Our direct connects with infrastructure and multiple networks delivers ultra-low latency, minimal points of failure, and a private, secure connection.
Unique in the UK, aql is a fully-licensed mobile network operator (MNO) through our sister company Bluewave., Our robust, SIM-based mobile network is perfect for ISPs, resellers, enterprises and IoT innovators, delivering connectivity with static IPs, L2TP tunnelling, and full API control.
