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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Through comprehensive modules, learners will explore communication techniques, problem-solving strategies, leadership essentials, and effective telephone etiquette. They will also delve into customer relationship management and discover ways to ensure customer satisfaction, loyalty, and retention.<br /> <br /> <strong>Learning Outcomes</strong> <ul> <li>Develop exceptional communication skills for effective customer interactions.</li> <li>Address challenges and difficult situations assertively and professionally.</li> <li>Manage stress effectively in high-pressure customer service environments.</li> <li>Set and achieve goals to enhance customer satisfaction.</li> <li>Master problem-solving techniques tailored to customer needs.</li> <li>Utilize telephone techniques to provide outstanding service.</li> <li>Understand the critical elements of successful customer service.</li> <li>Explore leadership principles and practices relevant to customer care.</li> <li>Enhance negotiation skills for resolving customer concerns.</li> <li>Implement customer relationship management (CRM) strategies for customer retention.</li> </ul> <strong>Who Is This Course For?</strong> <ul> <li>Customer Service Professionals</li> <li>Sales and Marketing Teams</li> <li>Call Center Agents</li> <li>Frontline Staff</li> <li>Business Owners</li> <li>Anyone Seeking to Enhance Customer Care Skills</li> </ul> <br /> <strong>Why Choose Us?</strong><br /> <ul> <li>Affordable, engaging & high-quality e-learning study materials.</li> <li>Tutorial videos/materials from the industry-leading experts.</li> <li>Study in a user-friendly, advanced online learning platform.</li> <li>Efficient exam systems for the assessment and instant result.</li> <li>The UK & internationally recognized accredited qualification.</li> <li>Access to course content on a mobile, tablet, or desktop from anywhere, anytime.</li> <li>The benefit of career advancement opportunities.</li> <li>24/7 student support via email.</li> </ul> <br /> <strong>Career Path</strong><br /> <br /> Upon completing this course, individuals will be well-prepared for a diverse range of customer-centric roles across industries. 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This course is ideal for anyone aiming to excel in roles that prioritize customer satisfaction and loyalty.<br /> <br /> <strong>Course Curriculum</strong><br /> <br /> <strong><em>Customer Care: Getting It Right</em></strong><br /> <br /> Module 01: Communication and Customer Service Skills<br /> Module 02: Leadership Essentials<br /> Module 03: Effective Telephone Communication<br /> Module 04: Customer Relationship Management (CRM)<strong><em> </em></strong><br /> <br /> ', 'outline' => null, 'who_should_take_this_course' => null, 'career_path' => 'Customer Service Representative,Client Relationship Manager,Call Center Supervisor,Sales Support Specialist,Customer Experience Analyst,Service Desk Specialist,Customer Care Specialist,Customer Support Coordinator,Customer Satisfaction Officer,Guest Relations Associate', 'eligibility' => 'This course is open to individuals from various backgrounds who aspire to excel in customer service and care. 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This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will build your confidence to study effectively and guide you to secure your qualification.<br /> <br /> <strong>Course Curriculum</strong><br /> <br /> 1. Customer Service Principles<br /> 2. Customer Service Essentials<br /> 3. Setting Customer Service Goals & Objectives<br /> 4. Communication Skills for Customer Service<br /> 5. Customer Service Techniques<br /> 6. How to Manage Customer Service Team<br /> 7. Improving Your Customer Service Leadership<br /> 8. Leading Customer Service Team<br /> 9. Team Working and Team Building<br /> 10. Handling Customer Complains<br /> 11. How to Work with Unhappy Customers<br /> 12. How to Gain Back Lost Customers<br /> 13. Telephone Techniques<br /> 14. 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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. 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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. </p><h3> Mental health </h3><p> 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. </p><h3> Celebrate success together </h3><p> 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. </p><h3> Flexible working approach </h3><p> 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. 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Hiring company
EMnify GmbH
-
Customer Care: Getting It Right Alpha AcademyAED 65Duration: Upto 18 Hours
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Customer Service - Diploma Global EdulinkAED 134Duration: Upto 11 Hours
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