Customer Support Specialist

Customer Support Specialist

YOUR NEXT JOB!

General information

• Department: Support
• Job Title: Support Specialist
• Hours per week: 40
• Location: Eindhoven

What were all about:

Any company can tell you about how they are a multi award winning market leading business and yes we are both of those things in the world of IoT connectivity! But were more than that. Our mission To make IoT management a breeze for any device anywhere. With over18 million IoT subscriptionsactive in165 countriesand direct partnerships with50 mobile networks we connect you to more than750 networksworldwide delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA and we have an insatiable hunger to wow! While we may not always get it right our drive to collaborate innovate and achieve top-notch customer satisfaction never wavers. We offer industry expertise stellar service support and the most flexible resilient and secure connectivity solutions on the market. Our expertise spans across various sectors including industry agriculture healthcare security transport utilities and smart cities.

IoT a fancy acronym or a secret code

TheInternet of Things (IoT)is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot IoT is everywhere even if you dont realize it. AtWireless Logic we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Join the Wireless Logic Adventure:

Role Overview:

As a Support Specialist you will be a primary technical hero for our customers and internal teams. You are the reason our clients stay connected providing expert timely support for all things related to connectivity hardware and VPN solutions. This is an essential role that ensures our reputation for stellar service remains unmatched. The tone here is fun creative and definitely not some stuffy corporate machine.

This is a hands-on support role but you will be a key player interacting daily with internal teams like Network Operations SysOps and the UK Support/Helpdesk. Externally you are the face of our technical support for customers across the Benelux region. Relationships are a big deal here and we need a team player who knows how to make a critical positive impact.

Your Daily Quest (Key Responsibilities):

• Provide first-class technical support (phone email and tickets) for SIM cards hardware and complex VPN connections.
• Configure and provision a variety of connectivity hardware including routers gateways and modems to meet diverse customer needs.
• Analyze system logs and troubleshoot infrastructure malfunctions to identify the root cause of connectivity issues.
• Instruct customers on the setup and usage of Remote Access and IPsec VPN solutions and various hardware couplings.
• Maintain and update customer and solution documentation in portals like SimPro SimPoint Dashboard and Cisco ensuring accurate knowledge sharing.
• Collaborate proactively with Network Operations and SysOps to drive structural improvements in our service and infrastructure.
• Advise customers on optimal hardware configurations and connectivity solutions to fit their specific use cases.

The Secret Sauce (Key Experience & Skills) What do you think this person needs to absolutely smash this role These are the qualifications skills and traits were after:

• Specific Experience: 12 years of hands-on experience in a technical support or network environment.
• Sector Knowledge: Demonstrated understanding of IoT Telco or Network Technology ideally with an MBO/HBO (vocational/higher professional) level of thinking and working.
• Networking Fundamentals: Solid foundational knowledge of IP DNS DHCP VPN NAT and Routing.
• Hardware Expertise: Practical experience with router/gateway configuration from vendors like Teltonika Cisco or Advantech.
• VPNs: Familiarity with Remote Access and IPsec VPNs.
• Communication: Customer-focused analytical detail-oriented and able to work independently.
• Language Skills: Youre fluent in Dutch and comfortable in English.
• Bonus Skills: Familiarity with security-conscious procedures when handling customer and network data.

What Will Make You Shine At Wireless Logic (Behaviours & Culture) :

• Motivation and passion that lights up the room combined with a positive can-do attitude.
• The ability to stay calm and collected under pressure while maintaining a customer-centric communication style.
• Accountability and professionalism to own and resolve issues (but dont worrywere not all suits and ties!).
• Eagerness to learn and demonstrate interest in continuous self-development.
• Resilience to roll with the punches and come back swinging with a solution-oriented approach.

Flexibiliteit is key
Our customers rely on support 24/7. That means everyone in the team takes part. Were one crew thats got each others backs supports one another and keepts things running.

Why Come Work With Us

Heres why were confident youll love being part of our team:

• The chance to join a creative entrepreneurial company where bold ideas are celebrated.
• Full training ongoing support and the tools to help you thrive and grow in your role.
• Were a company with heart. We genuinely care about our people and make sure everyone feels valued respected and part of the family.

Ok Im Interested Whats Next

Thank you so much for your interest in Wireless Logic Group we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic:

• Tele Interview Meet the people team
• 1st Interview (Virtual) - Meet your manager
• 2nd Stage (Face to Face)- Meet your peers
• Final Stage (Virtual / Face to Face)- Meet our leadership

If you require reasonable accommodation during the application and selection process please let us know. We will work together to best meet your needs.

We know the world has changed and we want to offer our employees the chance to collaborate at our unique office spaces whilst enjoying the convenience of working from home. Weve adopted a hybrid working approach to give more flexibility on where and how we work. Youll find out more about what this means for this role during the recruitment process but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity equity and inclusion in everything we do. As a global company that drives culture we aim to reflect the worlds diverse voices both internally and externally to ensure success in our mission.

By applying for this role you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access erase or restrict the holding or processing of your data please contact us () and we will respond to your query as soon as possible.