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we are looking for a Junior Tech CSM.
Responsibilities:
Receive and process customer orders for SIM cards through various channels (phone, email, online, etc.)
Pack, and prepare SIM card orders for shipment
Activate SIM cards using the companys activation platform or software
Ensure all orders are fulfilled in a timely and efficient manner
Maintain inventory levels of SIM cards and notify management of any stock discrepancies
Package orders securely using appropriate materials to prevent damage during shipping
Collaborate with shipping/logistics team to ensure smooth delivery of orders
Provide excellent customer service and handle any order-related inquiries or issues
Adhere to all company policies, procedures, and quality standards
Guide customers through troubleshooting steps, including configuration checks, module diagnostics, and network testing.
Assist customers in configuring and setting up IoT devices, cellular modules, and gateways for seamless integration with cellular networks.
Assisting with other tasks provided by other team members
Identify needs for training and schedule appropriately to conduct
Working together with other team members in order to improve customer Service procedures

We're looking for a passionate and skilled Customer Support Knowledge Specialist to join our dynamic Knowledge team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!
Responsibilities
Collaborate closely with various teams within the studio to optimize the player experience.
Identify, track, and analyze trends in player inquiries and issues, providing proactive resolutions and suggestions.
Leverage AI-driven tools to analyze support data and identifying emerging trends
Create and maintain workflows in the Internal Knowledge Base to ensure accuracy and relevance.
Lead projects from initiation through completion, ensuring timely delivery.
Identify opportunities for improvement and implement strategies and optimizations to enhance department KPIs.

Were looking for a Technical Support Escalation Specialist to join our team and work at the intersection of Customer Experience, Product, and Engineering, technology, and business. This role is about impact, not just ownership, not just execution, but building solutions that actually get used.
This might be for you if:
You speak fluent API, know how to de-escalate sensitive situations with a smile, and love diving deep into logs to find the root cause of a bug- this is the role for you.
You care about providing a "white-glove" service experience, jumping on Zoom calls to troubleshoot in real-time and ensuring our largest customers get the solutions they need.
What Youll Actually Do:
Own the escalation path: Serve as the primary point of contact for Tier 1 support, taking over complex technical cases that require deep investigation.
Provide White-Glove Support: Conduct troubleshooting sessions via Zoom with Enterprise clients to resolve high-priority issues, integration setups, and technical blockers.
Technical Troubleshooting: Deep dive into API logs, HTTP requests, and automation workflows (Integrations/Zapier) to identify root causes of errors.
Training & Mentorship: A natural teacher who can align teams on new product updates, new playbooks and complex troubleshooting. Willingness to travel to our India office to conduct on-site training and ensure global team alignment is required.
Ability to move quickly from problem to execution: You can identify a trend in support tickets and work with R&D to fix it before it becomes a massive issue.
Strong collaboration and communication skills: You can speak "Developer" and "Customer" fluently, bridging the gap between R&D and the front line.