Support & Provisioning Administrator
Application Deadline: 25 July 2025
Department: Comms
Employment Type: Permanent - Full Time
Location: Linlithgow
Reporting To: Client Services Manager
Compensation: £25,000 / year
Description
Job Summary:
The role of Support & Provisioning Administrator within DB Comms serves as the main point of contact for customer enquiries at varying stages of their journey, from making initial enquiries, through provisioning and scheduling installations, to maintaining their products and services upon conclusion of setup and installation.
The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution by working in collaboration with the DB Comms team to maintain regular communication with the customer and manage expectations
Key Responsibilities
Customer
* Answering calls to the Support Desk and creating/assigning support tickets to the Support Team, ensuring all customer interaction which relates to faults and service interruptions are done so through the ticketing system on company CRM, so the Company can monitor and report on service ticket resolution times and outstanding issues;
* Assist the Provisioning Coordinator in processing customer orders accurately and in a timely manner, communicating with the customer to obtain all relevant information required to facilitate a smooth transition to DB Comms as a service provider;
* Maintaining accurate customer records in company CRM;
* Establishing and setting up the billing requirements for customers upon the commencement of new products and services from DB Comms;
* Responding to billing queries and escalating to the Client Services Manager where necessary;
* Provide exceptional service at all times during customer interactions, committing to the Company’s direction of customer excellence.
Supplier
* Assist in collaborating with suppliers/providers on faults and service interruptions while ensuring supplier/provider SLA’s are met, as well as ensuring the customer is informed at all stages in line with our own SLA’s;
* Liaise with suppliers on customer porting and service transition, to ensure DB Comms meet their obligations under agreed SLA’s while ensuring that suppliers meet their own SLA obligations to DB Comms and where issues arise, escalating to the Client Services Manager;
* Develop and maintain sustainable working relationships with key personnel within suppliers that DB Comms work with to facilitate a positive working relationship and the prompt & timely resolution of queries, concerns & faults;
* Maintain up to date knowledge of supplier products and services available to DB Comms, the work involved in configuration & setup, so that deployment to customer sites can be planned accordingly and resource allocated appropriately to your workload;
* Attend supplier training events as required to further your own development and technical knowledge within the role;
Human Resources, Finance and Administration
* Complying with all Company HR & Finance policies and procedures;
* Complying with Company data protection policies and procedures by utilising our customer relationship management systems to record all customer activity;
* Responding to and sending emails from your Company email account, as well as monitoring appropriate shared mailboxes for timely responses to enquiries;
* Utilising Cezanne to record and approve holidays and absences, as well as completing performance appraisals and coaching sessions through the system;
* Utilising Office 365 to record and share operational information and documents in a secure and efficient manner;
* Utilising IT resources to maximise our digital communications within and out with the business.
SYSTEMS AND EQUIPMENT
The following equipment and systems are at your disposal for the successful performance of your duties: Company Laptop | Monitor & Peripherals| Printer | Hosted Softphone | Office 365 Licence | CRM
DECISION-MAKING AND AUTOMONY
You have authority to act in the following matters as detailed:
Commercial - Ordering of telecoms stock for customers per their signed contract
COMMUNICATIONS AND RELATIONSHIPS:
Internal
· Group Product Owner (head of department)
· Client Services Manager (line manager)
· Provisioning Coordinator (peer)
· Support & Provisioning Advisor (peer)
· Senior Support & Installations Technician (peer)
· Account Managers (peer)
External
Customers | Suppliers | Third-party IT provider
Skills, Knowledge and Expertise
* SCQF Level 5 English and Maths;
* Experience working within a customer service role (An advantage: Experience working within the telecoms industry;
* Ability to communicate effectively, with strong written communication skills and an excellent telephone manner;
* A good knowledge of fixed and mobile telecoms and associated services;
* Experience of dealing with third party service providers.
* Excellent attention to detail and strong numeric skills;
* Ability to grasp new concepts and terminology and learn new systems and services quickly.
* Excellent team player;
* Self-motivated and enthusiastic;
Benefits
A fully remote role, offering a competitive entry level salary, great company benefits and an opportunity to grow within the telecommunications field
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