Voice Provisioning and Support Advisor

  • Lindred Rd, Brierfield, Nelson, UK
  • Full-time

Company Description

Digital Wholesale Solutions was established in 2001 and now serves over 2,200 partners in the UK and worldwide. As a 100% Channel-focused business, we help our partners navigate the convergence of IT, telecoms and cloud with a constantly-evolving portfolio offering connectivity, mobile, unified communications and more.

Working as part of the Daisy Group of Companies, we have forged strategic partnerships with the UK’s major carriers and suppliers, allowing our partners to benefit from fantastic pricing on market-leading products. We work with the biggest and the best in the industry, which is why we are able to offer such extensive choice for all of our partners.

We have been operating in the international voice market since inception and have become one of the leading providers of global voice, mobile and contact centre solutions. Our valuable vendor partnerships enable us to provide services to the wholesale market serving major global PTOs as well as the reseller community, with solutions available in 160 countries.

Job Description

The ideal candidate will have outstanding communication skills both written and oral. As part of a growing team, the candidate must have an understanding of computers, internet use and email. Confidence and a 'can do' attitude are essential ingredients. You will be fully supported with ongoing training and a knowledgeable management team.

Responsibilities:

Providing exceptional customer support and service to our Resellers.

  • To be the first point of contact for complaints and escalations within the team and for our Resellers

  • Provisioning and Managing reseller orders and faults using our mainframe internal systems as required.  Identifying and diagnosing faults using multiple platforms.

  • Liaise with resellers and suppliers to resolve issues, providing regular, proactive updates.

  • Handle incoming calls, within management targets, from our Resellers as required.

  • Investigation into root cause of recurrent provisioning and fault issues.

  • Provide technical advice to resellers and internal staff. Investigate order rejections and issues using problem solving.

  • Co-ordinate jobs and arrange engineer visits as required. Schedule and action all tasks to completion within specified timescales.

  • Ensure all systems are kept fully updated for each action and point of customer contact.

  • Manage workload priorities within the guidelines set by management.

  • Developing relationships with internal departments.

  • Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.

  • Carry out any ‘ad hoc’ assignments as and when required.

  • To be compliant with health and safety company policy and legislation.

 

Qualifications

  • Telecoms experience would be beneficial, including Mobile, Voice or Data related.
  • A desire to succeed and develop skills.

  • Exceptional communication skills.

  • Accuracy and attention to detail.

  • Ability to multi task and problem solve.

  • Flexible approach to work.

  • Excellent team player.

  • Self-motivated and enthusiastic.

  • Ability to work under pressure to set deadlines.

  • Planning, managing and delivering results.

  • Good IT skills/knowledge.

 

Additional Information

What are the benefits of working at Digital Wholesale Solutioins?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Digital Wholesale Solutions is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Here are some of the benefits that we offer…

  • 25 days holidays, plus bank holidays, and the option to purchase more!
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday or if you're getting married
  • Auto enrolment following probation into a salary pension scheme
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