Job Description

We are seeking a

First-Line Technical Customer Support

Agent

to join us and strengthen our Support team with a promise of 24/7 excellent service to all of our business customers. The successful candidate will be responsible for providing technical support to our customers, ensuring that all tickets are owned through the support process until they are resolved.

Who are we?

Our key mission at , is to empower businesses to bring seamless, affordable connectivity to their customers, wherever they go. We bring a new disruptive approach to the traditional wholesale business model, combining best in class technology with Tier 1 Mobile Network Operators. With our support, businesses all over the world are unleashing the power of eSIM to their customers, and the huge growth we're enjoying now is testament to our hard work and highly skilled team. We leverage technology in everything we do, but it's our people who really make the magic happen.

We move fast, and as our company grows new opportunities continue to arise. If you're looking to accelerate your career in a fun, energetic and forward thinking company, get in touch.

This role will include working out of hours and weekends on a rota.

Who you are

You're passionate about delivering exceptional customer outcomes and you enjoy effective communication, recognising where a call might be a better next step rather than an email. You get pleasure from resolving issues and you're motivated by successful outcomes. You recognise the main objective is to solve a problem quickly and thoroughly, ensuring "first time resolution" as much as possible. You're enthusiastic about your work. Who you are doesn't matter, your attitude, focus and commitment to excellent customer experiences is what counts. Your life commitments (or lack of!) allow you to work flexibility. Sometimes evenings, sometimes weekends, in line with the pre-agreed shift rotas. If you're a remote worker you're not afraid to pick up the phone or send an internal Slack message to ask questions and get help so you can quickly solve problems for customers.
What you'll be doing...

Always putting the customer first. The ideal candidate will be a champion for always putting the customer first Own, triage and resolve support tickets Work closely with Second-Line Support, Third-Line Support and Development teams to resolve escalated issues promptly Communicate effectively with developers to provide detailed information about complex technical problems. Clearly communicate technical solutions and recommendations to customers Keep customers informed about the status of their tickets
What you'll need...

Friendly, positive, professional approach. Nothing gets you down! Excellent communication skills, both technical and non-technical Ability to consistently use CRM and Ticketing systems, keeping data up to date in a timely fashion Effective problem-solving skills and attention to detail. Good listener Collaborative mindset and the ability to work closely with other teams while owning the customers problems Demonstrable background either academic or professional, in technology, computers and/or software
Preferred but not essential...

Previous experience in a technical support role, in a first or second-line capacity A general understanding of programming and scripting languages Previous use of Grafana or other monitoring and analytics tools, for monitoring servers and cloud services Experience of how to use development tools such as Postman, to call REST APIs Familiarity with opening, modifying, exporting and importing CSV or JSON files Familiarity with log file analysis and debugging tools
What we offer...

At , we value our employees and believe in creating a positive and rewarding work environment. As a valued member of our team, you can expect to enjoy the following benefits:

Competitive Compensation

: We offer a competitive salary package that recognises your skills, experience, and contributions to the company's success.

Performance-Based Incentives

: To encourage and reward exceptional performance, we have a performance-based incentive program that allows you to earn additional rewards based on your achievements and sales targets.

Flexible Work Arrangements

: We believe in work-life balance and understand that everyone's needs are unique. We offer flexible work arrangements, including remote work options, where applicable, to support your personal and professional commitments.

Professional Development

: We are committed to fostering your growth and development. You'll have access to ongoing training opportunities, workshops, and resources to enhance your skills and knowledge.

Generous Leave Policies

: Take time to rest and recharge with our generous paid time off policies, including vacation days, sick leave, and public holidays.

Company Events and Team Building

: Join a vibrant and supportive team culture. We organise regular company events and team-building activities to foster camaraderie and celebrate our successes together.

Opportunities for Advancement

: At eSIM Go, we believe in promoting from within. We provide growth opportunities and career advancement based on performance and potential.
Join eSIM Go and be part of a passionate team that's driving the future of mobile telecommunications. If you're ready to make a significant impact in the telecommunications industry, apply now and become an integral part of our exciting journey with eSIM technology.

Job Types: Full-time, Permanent

Pay: 20,000.00-25,000.00 per year

Benefits:

Company pension Flexitime Work from home
Work Location: Remote