Job Description

FPG is recruiting for a Customer Service Specialist / Customer Success Manager with previous experience with service desk / 1st line / 2nd line / 3rd line support for telecoms hardware/connectivity such as Broadband CPE / Routers / Switches / 4G / ADSL / Cisco equipment. This opportunity will be split between 65% being the product expert / 20% hardware/connectivity and 5% ad-hoc technical support.

Hybrid working - 3 days from home!

This is a dynamic role where we are looking for someone passionate about working with customer and solving problems. You will provide ad-hoc technical pre-sales support, oversee integrations with our client’s systems and provide client training.

What’s in it for you? This is an exciting opportunity with a company whose mission is to help reduce carbon emissions to NET ZERO by 2050. They are doing this through their products (including IoT product) which help their B2B clients to manage emissions. You will be joining a stable and growing company and an industry that has received both government and private investment which means career stability and career growth for you.

***** PLEASE NOTE – sponsorship cannot be provided, so candidates must live in the UK with valid visas / rights to work.

The Mission:

• You will become an expert in how B2B clients utilise our client’s products and software including how data in extracted from the hardware.
• Improve client engagement and satisfaction with our software to avoid churn by handholding clients and providing engaging and effective training.
• Collate client and internal operations team feedback on bugs and new features and be the client advocate in prioritisation discussions with the Product and Engineering teams.
• Network hardware connectivity - Consistent connectivity between our client’s properties and our databases via gateways, routers, 4G or ADSL lines is critical to provision of up to date data.
• This role will provide oversight of these connections.
• System integrations - this role will be responsible for the client facing aspects of these integrations working closely with the technical engineering team.
• Working alongside the Client Support Executive be able to handle all first line support queries and oversee tickets that have been passed to other teams to ensure we deliver against our contractual SLAs.
• Identify ways to reduce the volume of support through client training, self service articles, technical fixes, etc.
• Be the client advocate during service interruption incidents. Ensure all support activities are in line with information security policies.

Essential:

• Technical understanding of hardware / software / Internet of Things (bonus)
• Self-motivated, taking initiative to drive tasks forward independently.
• Proactive problem solver with a focus on implementing effective solutions, even in high-stakes situations.
• Confident in client communication, including calls, meetings, and training sessions, with a desire to build lasting relationships.
• Thrives in a fast-paced environment, adaptable, and skilled at managing competing priorities.
• Proactively manages risks, ensuring clear visibility to management.
• Continuously seeks smarter, more efficient ways to work.
• Skilled at collaborating effectively with others, including senior team members, to achieve shared goals.
• Open to learning from mistakes and willing to seek guidance, support, and advice when needed.