Job details
With a predicted 25 billion connected IoT endpoints by 2025, the commercial and technological opportunities presented by the IoT are endless. Not to mention the career paths this exciting space has created. emnify stands out by delivering the next generation of connectivity technology to IoT solution providers worldwide – either directly or via strategic partnerships with CSPs. The most exciting thing about working at emnify is that we are just at the beginning of our journey. We are constantly developing our culture, people and our business approach further. Our guiding principles are driving transformation, customer centricity and empowering people. If you share our vision to unlock the potential of connectivity in a people focused culture that gives you the chance for impact, growth and to be successful together, we would be happy to join us.
Your Role
You will help build and grow our IoT (Internet of Things) business by providing our international customers with excellent support and by making sure that the technical issues are resolved effectively in line with company SLA’s against KPI’s. The position provides a unique chance for a hands-on person to contribute to our rapidly growing business and the continuous improvement of our knowledge base. In addition, this role includes responsibilities for monitoring Systems Operations and support readiness during any issues with our service delivery.Your Impact
• Make a great first impression and provide our customers with the confidence that they will be well taken care of while the case is being investigated. • Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our Customer Success, Engineering and Product Management teams. • Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved by providing technical support via ticket-system, email, or telephone. • Communicate procedural and technical issues to internal and external customers/stakeholders. • Define and track bugs for development and offer innovative ideas to engineering and product teams to improve our user experience and product quality. • Always contribute and maintain our knowledgebase articles.Your Skills
• 4-7 years experience with any of the following: SaaS, PaaS, Telecoms, customer support, IoT/M2M, or any technical support position. • Passion to automate processes; resourceful and unwavering to solve customer and production issues. Experience in the use of a support ticketing system, e.g. Zendesk, JIRA, or any other • Experience in technical customer support, ideally at a mobile network operator or telecoms vendor. Knowledge of maintenance and Technical Support activities and processes • Passion for IoT and M2M products and markets and familiarity with SaaS and cloud-based business model • A technical education would be appreciated, e.g. network operations or telecommunications engineering. • Fluency in English. An additional language is beneficial, ability to work in shifts. • Knowledge of Amazon Web Service and Cloud Computing is an advantageLearning culture
It’s all about your growth. emnify puts a lot of effort into setting up different learning opportunities for everyone. We are currently focusing on leadership coaching with our partner Gallup with their strengthsfinder approach. We enable leaders to identify their strengths to continue their learning journey. We offer emerging leaders with our partner Junto to connect with other leaders from similar companies to learn together and grow a network. On top of that our employees benefit from lunch & learn sessions to learn and understand different parts of the business better and leverage the different skills from each other.Mental health
The last couple of years were full of challenges for everyone. We believe your mental wellbeing is everything to us. That's why we have partnered with Plumm to bring you the very best mental health care. Plumm will give you the support you need – or want – and empower you to be the best you! Better yet, it’s entirely online. You can work on any goal you want, anytime, from anywhere, and use any well-being resource that works for you! You benefit from 1on1 video sessions with certified therapists, chat therapy sessions or online courses for meditation and even more.Celebrate success together
We empower leaders to spend some quality time with their teams and get together for dinners, workshops, or other fun activities. Building relationships in your team and beyond is key to form and maintain a high-performance culture that ensures a successful and competitive business. We want work to be fun and achieve challenging goals together. Beyond the quarterly events we also have company events like summer or christmas parties where everyone gets together to ensure people focused culture.Flexible working approach
As a global company, our colleagues work around the world and in different time zones. Flexibility is key to us. emnify has chosen the hybrid approach to focus on growing their existing hubs further. Whereas our GTM organization in the US is completely remote because there is no hub for them yet. We offer professional relocation services, employer of record and remote working policy. We know great talents are spread around the world or have their families in different countries. We are not a remote culture. We believe driving transformation and embracing customer centricity can be done best in our hybrid working environment where we can learn and grow together. The moment when you sign our contract your onboarding journey starts. Depending on your notice period, you can start with us 14 working days after signing. We are aiming to provide the best onboarding experience for you, your manager and your future team. All the interactions with you are fully automated and designed with Enboarder , our onboarding technology partner, helps us to create a high level of engagement until your start. For people with longer notice periods, expect us to reach out to you 1 month before you start. Your talent advisor will stay in touch with you until then. We take affirmative action to ensure equal opportunity for your application, regardless to your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation or gender identity. Your qualification and value add are the deciding factors! In case you are living with disabilities, chronic illness or neurodiversity please inform us, to provide you with the proper assistance in the application process. #J-18808-LjbffrApply safely
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Not to mention the career paths this exciting space has created. emnify stands out by delivering the next generation of connectivity technology to IoT solution providers worldwide – either directly or via strategic partnerships with CSPs. The most exciting thing about working at emnify is that we are just at the beginning of our journey. We are constantly developing our culture, people and our business approach further. Our guiding principles are driving transformation, customer centricity and empowering people. If you share our vision to unlock the potential of connectivity in a people focused culture that gives you the chance for impact, growth and to be successful together, we would be happy to join us. </p><h3> Your Role </h3><p> You will help build and grow our IoT (Internet of Things) business by providing our international customers with excellent support and by making sure that the technical issues are resolved effectively in line with company SLA’s against KPI’s. The position provides a unique chance for a hands-on person to contribute to our rapidly growing business and the continuous improvement of our knowledge base. </p><p> In addition, this role includes responsibilities for monitoring Systems Operations and support readiness during any issues with our service delivery. </p><h3> Your Impact </h3><p>• Make a great first impression and provide our customers with the confidence that they will be well taken care of while the case is being investigated. </p><p>• Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our Customer Success, Engineering and Product Management teams. </p><p>• Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved by providing technical support via ticket-system, email, or telephone. </p><p>• Communicate procedural and technical issues to internal and external customers/stakeholders. </p><p>• Define and track bugs for development and offer innovative ideas to engineering and product teams to improve our user experience and product quality. </p><p>• Always contribute and maintain our knowledgebase articles. </p><h3> Your Skills </h3><p>• 4-7 years experience with any of the following: SaaS, PaaS, Telecoms, customer support, IoT/M2M, or any technical support position. </p><p>• Passion to automate processes; resourceful and unwavering to solve customer and production issues. 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