Tier 2 Support Agent

Job content

Are you ready to join a dynamic, innovative company experiencing hyper growth in one of the fastest growing markets out there? Then we want to talk to you!

About eSIM Go:

Our key mission 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.

Role Overview:

To receive, view and act on customer support tickets.

We are seeking a Tier 2 Support Agent to join our team. The successful candidate will be responsible for providing technical support to our clients, ensuring that their queries and issues are resolved in a timely and efficient manner. You will work closely with our Tier 1 support team and escalate complex issues to the Tier 1 team when necessary.

Responsibilities:

• Ensuring customers get prompt and efficient solutions to their support queries
• Collaborate with other teams to ensure that all client needs are met
• Escalating any tickets that need extra attention to the Dev team or supplier
• Communicate with customers effectively about ticket progress
• Troubleshoot and resolve technical issues in a timely and efficient manner
• Identify and escalate potential product issues with the product team
• Use debugging and reporting tools to provide problem analysis
• Provide technical support to the wider business for any ad hoc issues

Qualifications:

• Basic computing skills. All learning will be done “on the job”
• Any background in a technical service role is beneficial but not required

Company Benefits

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.

Join eSIM Go and be part of a passionate team that’s driving the future of mobile telecommunications. We offer a competitive salary, performance-based incentives, and opportunities for professional growth.

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 Type: Full-time

Salary: £25,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Gym membership

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Dorchester: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• Help desk: 2 years (preferred)
• IT support: 2 years (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person