Descrição
Main Purpose of the Role
We are looking for a talented and experienced engineer to join our Truphone eSIM Team.
Your mission will be to provide outstanding customer integration and support by developing excellent customer relationship and promoting high-quality standards and continuous improvement.
If you are excited about building and leading the delivery of innovative products and services to high profile customer accounts, we will be delighted to welcome you to the team.
One of the key priorities of the role is to support our growth strategy of IoT and Remote SIM Provisioning (RSP) markets by supporting onboarding of new customers.
Key Responsibilities
The primary advocate for customer satisfaction:
- 2nd Support line to existing eSIM customers
- Maintain Truphone’s eSIM ecosystem
- Liaise with technical, engineering teams, finance, sales and others to organise relevant activities across teams to achieve onboarding deliverables.
- Have a sound understanding of Truphone’s product portfolio.
- Communicate project status proactively with internal and external stakeholders.
- Identify service improvements areas and develop a plan to address
- Review any new customer requirements and implement accordingly with consideration to commercial agreements of the contract.
- Manage complex service issues and ensure it is progressed internally with the necessary support.
- Assist in testing and validation of devices from customers.
- Participate in lessons learned for onboarding.
- Upskill with new product launches and features.
- Responsible for the E2E planning and delivery of customer onboarding across varied solutions under our portfolio.
- Convert customers’ contractual scope into a delivery plan.
- Lead handover to support teams upon completion.
- Understand Customer’s ecosystem, organisation and aspirations to align how Truphone can support their goals.
- Achieve Customer’s trusted advisor at Truphone driving professional, healthy relationship.
- Lead regular customer service review meetings alongside Sales
- Be a customer’s point of escalation
- Work closely with Product, Technology and Business Development teams to understand the business roadmap and ensure all the required changes considering the existing feature set, gaps, and limitations.
- Organise internal feedback with various teams on customer onboarding and status of relationship during the entire lifecycle.
Requirements:
- Development of xSIM profiles compatible with TCA, GP and 3GPP;
- Demonstrated track record in improving operational performance and managing customer satisfaction.
- Experience in Telecom IT or Engineering.
- Good understanding of management practices and techniques.
- Client-facing solid communication skills, with the capability to communicate at multiple levels in the organisation.
- Ability to work in complex environments (multi-cultural/ multi-country/ geographically distributed teams).
- Ability to work under pressure, with a sense of responsibility and accountability for decisions taken.
- Working knowledge of customer service and product.
- Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment.