Customer Care Lead

Telecom26 is the world's first mobile operator without national boundaries. Our culture emphasizes innovation, collaboration, and rewards success. We strive for diversity and encourage each other to solve problems in creative ways, take on new responsibilities, extend our experiences and to turn the impossible into possible. Our commitment to you is we will grow together.

Customer Care Lead

This job requires demonstrated testing knowledge and customer support service experience within the domain of mobile telecommunications. The individual will be responsible for defining and implementing policies and procedures designed both to promote high overall customer satisfaction and experience and, in addition, to support the Mobile Core Network and Roaming teams with testing and project activities.

Key responsibilities:

  • Manage customer care relationships with an international customer base
  • Manage and execute testing procedures in the domain of core network, roaming and products
  • Test and document new and existing customer mobile devices (routers, modems, handsets)
  • Develop and manage relationships with mobile device vendors and manufacturers
  • Manage vendor & outsourced support teams and related agreements
  • Develop customer care quality of service reports
  • Participate on the support team resolving end subscriber and wholesale customer issues
  • Work with Account Managers to identify early warning signals, upcoming renewals, and respond to service inquiries
  • Execute technical tasks to support the core network engineers and the roaming team
  • Infrequent international travel required

Required attributes:

  • Fluent in English
  • At least 3 years of experience in telecommunications
  • Ability to define support policies/procedures and implement them throughout an organization
  • Good understanding of mobile networks and infrastructure
  • B.S. degree in an engineering discipline
  • Willingness to work off-shift to support upgrades, maintenance
  • Strong troubleshooting skills and demonstrated problem solving experience
  • Ability to work remotely and/or independently.  The candidate must know how to find answers to difficult problems
  • Passionate about maintaining a positive customer experience
  • Strong communicator in both spoken and written forms

Preferred attributes:

  • Demonstrated Telecommunications experience in any of the following areas:
    • Experience with B2B customers
    • Tier 2 or tier 3 mobile support to wholesale customers
    • CRM Systems
    • B2B Billing & CRM
    • Roaming Billing and Support
    • Testing procedures and execution
    • Modem and M2M testing experience
      • Experience with of AT commands is a plus
    • Mobile Device Configuration
  • Telecommunications related study / coursework
  • Experience using mobile diagnosis/monitoring tools
  • Experience with Apple and Android application deployment

Personality/Character:

  • Highly motivated. Willing to work hard and be rewarded for it
  • Must be organized and won’t stop until the job is “solved forever”
  • Attitude and aptitude are key. These traits trump all others

Place of Work:

  • Zug (Switzerland)

 Please contact This email address is being protected from spambots. You need JavaScript enabled to view it. for more information or to submit a CV.

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