Head Of 1st Line Support - Telecommunications And IoT

£80,000 | Würzburg | Permanent
Posted 30 days ago

Head of 1st Line Support - Cloud and IoT - M2M Connectivity - €70,000

An M2M and IoT client of ours in Berlin requires a hands on 1st line support manager, who is willing in the short term to remain hands on and considers themselves technical. Our client is an M2M and IoT Cloud Communication and platform start - up based in Berlin offering a unique opportunity for someone gregarious, passionate and inquisitive.

Define support strategy depending on channel, customer classification and region by establishing best-practices, workflows and processes

A genuine stand out role within this growing and exciting IoT start-up.

This IoT start-up is capitalising on B2B relationships working with the mobile operators and also direct with the end user market place, showing great success in asset tracking and fleet management but with much broader capabilities in industry 4.0, Logitech and mass transportation.

You will lead, develop and build the entire support team – Recruiting well regarded engineers, responsible for development and coaching, whilst also developing your own capabilities, implementing automated services for example, in the form of chatbots and AI.

You'll have a strong foundation in cloud technologies and telecommunications, specifically in connectivity, communication protocols, Sim Card and SaaS. IoT and previous management / team growth experience would be highly beneficial.

Responsibilities and knowledge base to include:

• Building a 1st Line team / be technical / Hands-on
• Typical Issues - Connectivity issues / payments /
• Be able to quickly identify issues to deal with or escalate to 2nd line
• Experience in the strategy / putting procedures in place / ticketing systems etc
• Help refine SLA and KPI’s – 60% of current cases escalate to 2nd level / the 40% of cases dealt with inside 3hrs

Contact Jason Barton-Hibbs on: jason.barton-hibbs@interquestgroup.com / 01442 285017

For more information about this role, please contact:

Jason Barton-Hibbs


See Jason Barton-Hibbs's jobs
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