Technical Customer Support Lead

6 months ago

Banbury, United Kingdom eSIM Go Full time

**Who are we?**

Our key mission at eSIM Go, 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.

(Initial training will be completed Monday-Friday in our Banbury HQ. Once you begin working independently on weekends you’ll always have the support from our Head of Customer Support and Customer Service Manager)

Days of operation for this role are Friday, Saturday, Sunday & Monday. We are open to someone who wants to work part time 30 hours or compressed full time 37.5 hours across those 4 days.

**What you’ll be doing
- Handle and resolve more complex support tickets escalated from the first line support team.
- Provide in-depth technical assistance to business customers.Assist customers by providing basic code examples and solutions from our API.
- Help customers integrate our eSIM services into their systems effectively.
- Navigate log files and other technical documentation to diagnose and troubleshoot issues.
- Identify patterns and trends to proactively address potential problems.
- Work closely with 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 escalated issues.

**What you’ll need**
- Previous experience in a technical support role, preferably in a second-line capacity.
- A general understanding and ability to interpret programming and scripting languages is preferred (an ability to write or breakdown code or scripts is not required, but advantageous)
- Familiarity with Grafana (or other analytic and graphing software) is preferred.
- Familiarity with Postman and REST APIs is essential.
- Familiarity with CSV and JSON output files, log file analysis and debugging tools is essential.
- Familiarity with log file analysis and debugging tools.
- Excellent problem-solving skills and attention to detail.
- Effective communication skills, both technical and non-technical.
- Collaborative mindset and the ability to work closely with development teams.

**What we offer **

At eSIM Go, 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.

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