FluidOne
Channel Provisioning Executive
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Contract: 1 Year fixed term contract
Company Overview
Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a turnover in excess of £100m, and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff across offices across the UK.
FluidOne supports the needs of 2,000+ customers, and 200 channel resellers, with Secure Networking, IT Services and Cyber Security managed services. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house infrastructures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.
Role Overview
The Channel Provisioning agent will be an organised and diligent individual with strong attention to detail and persistence. The successful candidate will have experience in provisioning project connectivity products including Ethernet and Broadband services requiring civils works, wayleave and traffic management issues.
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Our Channel Provisioning team are skilled in managing a high number of customer orders over a range of products and maintaining responses within SLA. They also provide support to Channel Partners ordering through FluidOne’s online portal, DASH. Workload and tasks are dynamically allocated by the team manager as required and demanded by business and customer needs.
Responsibilities
- Receiving orders or requests for updates from clients via the ticketing system. Responding to those tickets within the agreed SLA and managing that order or issue through to completion.
- Ensuring provisioning stages are followed during product delivery to our clients and reflected accurately on FluidOne’s ticketing system.
- Keeping clients updated on order progression in writing and according to the provided email templates and timetables for communication within FluidOne’s ticketing system.
- Answering client queries by phone and email within the Provisioning SLA or as required by your line manager.
- Working with other members of the Channel Provisioning team to ensure all tasks are completed in a timely manner and within defined KPIs, OLA and SLAs.
- Working closely with 3rd party carriers and internal teams to ensure that orders follow the shortest possible path from signature to billing.
- Ensuring provisioning conforms to the FluidOne product SLAs.
- Upholding FluidOne’s Service Teams Unified Service Standards.
- Adhering to quality communication standards defined by FluidOne.
- Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses.
- Making recommendations for process change and training opportunities where appropriate.
- Undertaking any other duties deemed suitable by management.
- Maintaining job related training as required by management.
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Requirements
- Attention to detail and a proactive approach is crucial to this role.
- Flexible, analytical and practical problem-solving skills.
- Excellent oral and written communication skills.
- Previous Telecommunications provisioning experience.
Benefits after probationary period
- Subsidised health and dental care
- Employee Assistance Programme (EAP)
- Life assurance (3x salary)
- Sodexo discount platform
- FluidOne breakfast and refreshments on office days
- Pension contribution – 5% company contribution
- Generous holiday entitlement
- One day off for birthday
- Half price internet connectivity
- Ride2Work scheme
- Department incentives
- Volunteer day scheme
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