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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Maybe you're on the frontlines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. Certificate in Customer Care will look at all types of customers and how we can serve them better and improve ourselves in the process. Certificate in Customer Care and customer support can be done over a variety of methods, including text messages and web chats. Customers are always changing and so is the technology they use, so make sure you're keeping up with both! Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Certificate in Customer Care will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.</p> <p><strong>Course Outline</strong></p><p> Level 3 Certificate in Certificate in Customer Care is 60 credits ;To achieve a Level 3 Certificate in Certificate in Customer Care learner must have to achieve 4 Modules with 60 Credits to get Certificate of Completion from ILC.</p> <p><strong>Modules Outline</strong></p><p> Module 1: Customer Service</p><p> Module 2: Customer Support</p><p> Module 3: Communication Strategies</p><p> Module 4: Call Center Training</p> <p><strong>Learning Objectives<br> Key Learning Objectives of Certificate in Customer Care course is:</strong></p> <ul> <li>State what customer service means in relation to all your customers, both internal and external</li> <li>Recognize how your attitude affects customer service</li> <li>Identify your customers' needs</li> <li>Use outstanding customer service to generate return business</li> <li>Build good will through in-person customer service</li> <li>Provide outstanding customer service over the phone</li> <li>Know the different venues for customer support</li> <li>Recognize challenges of customer support</li> <li>Learn different applications</li> <li>Know proper forms of documentation</li> <li>Understand what communication is</li> <li>Identify ways that communication can happen</li> <li>Identify barriers to communication and how to overcome them</li> <li>Develop their non-verbal and par verbal communication skills</li> <li>Use the STAR method to speak on the spot</li> <li>Define and understand call center strategies.</li> <li>Identify different types of buying motivations.</li> <li>Create SMART Goals.</li> <li>Familiarize myself with strategies that sharpen effective communication.</li> <li>Use proper phone etiquette.</li> </ul> <p><strong>Course / Training Format</strong></p><p> After successful enrolment, learner will get access to ILC Moodle, where all the study material / Training Manual will be available. ILC Moodle can be accessed 24/7 anywhere, anytime.</p><p> Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.</p><p> The Test (MCQ's) will be based on modules of Training Manual.</p> <p><strong>Assessment</strong></p><p> After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test - 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 80%. You can retake the Test in the case of not being successful at first attempt.</p><p> Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).</p><p> All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.</p> <p><strong>Duration</strong></p><p> The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner's pace and ability to give time to study.</p><p> Learners will have access to their Training via Moodle for up to 12 months from the date of enrolment. 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Maybe you're on the frontlines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. Certificate in Customer Care will look at all types of customers and how we can serve them better and improve ourselves in the process. Certificate in Customer Care and customer support can be done over a variety of methods, including text messages and web chats. Customers are always changing and so is the technology they use, so make sure you're keeping up with both! Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Certificate in Customer Care will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.</p> <p><strong>Course Outline</strong></p><p> Level 3 Certificate in Certificate in Customer Care is 60 credits ;To achieve a Level 3 Certificate in Certificate in Customer Care learner must have to achieve 4 Modules with 60 Credits to get Certificate of Completion from ILC.</p> <p><strong>Modules Outline</strong></p><p> Module 1: Customer Service</p><p> Module 2: Customer Support</p><p> Module 3: Communication Strategies</p><p> Module 4: Call Center Training</p> <p><strong>Learning Objectives<br> Key Learning Objectives of Certificate in Customer Care course is:</strong></p> <ul> <li>State what customer service means in relation to all your customers, both internal and external</li> <li>Recognize how your attitude affects customer service</li> <li>Identify your customers' needs</li> <li>Use outstanding customer service to generate return business</li> <li>Build good will through in-person customer service</li> <li>Provide outstanding customer service over the phone</li> <li>Know the different venues for customer support</li> <li>Recognize challenges of customer support</li> <li>Learn different applications</li> <li>Know proper forms of documentation</li> <li>Understand what communication is</li> <li>Identify ways that communication can happen</li> <li>Identify barriers to communication and how to overcome them</li> <li>Develop their non-verbal and par verbal communication skills</li> <li>Use the STAR method to speak on the spot</li> <li>Define and understand call center strategies.</li> <li>Identify different types of buying motivations.</li> <li>Create SMART Goals.</li> <li>Familiarize myself with strategies that sharpen effective communication.</li> <li>Use proper phone etiquette.</li> </ul> <p><strong>Course / Training Format</strong></p><p> After successful enrolment, learner will get access to ILC Moodle, where all the study material / Training Manual will be available. ILC Moodle can be accessed 24/7 anywhere, anytime.</p><p> Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.</p><p> The Test (MCQ's) will be based on modules of Training Manual.</p> <p><strong>Assessment</strong></p><p> After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test - 2 attempts), if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 80%. You can retake the Test in the case of not being successful at first attempt.</p><p> Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).</p><p> All test(s) / Assessment(s) are online and are taken either through or after the course; these are included in the course price.</p> <p><strong>Duration</strong></p><p> The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner's pace and ability to give time to study.</p><p> Learners will have access to their Training via Moodle for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.</p><p><strong>Certificate</strong></p><p> Upon successfully passing the Final Assignment(s) / Final Test Learner needs to pay for Certificate of Completion from ILC either in PDF format or Hardcopy. <ul> <li>Certificate of Completion (PDF format) = £35</li> <li>Certificate of Completion (Hardcopy) = £45 + postage charges £15</li> </ul> </p>', 'outline' => '', 'who_should_take_this_course' => '', 'career_path' => 'Customer Care Coordinator,Customer Support,Advanced Customer Services', 'eligibility' => 'There are no precise requirements for Customer Care Certificate as no prior knowledge and experience of Customer Care is required.<br /> Students seeking to enrol for this course should meet the following requirements; <ul> <li>Basic knowledge of English Language & Basic Computer Skills</li> <li>Be age 16 years or above</li> </ul> ', 'school' => 'Inspire London College', 'keywords' => 'Customerservice,Customer Service,خدمة العملاء,الإدارة, Level 3 Certificate in Customer Care', 'location' => 'Online', 'duration' => 'Upto 4 Weeks', 'timing' => '', 'cost' => null, 'discount' => '88% Off for Laimoon Users!', 'eligibility_criteria' => '', 'job_matching_keywords' => 'Level 3 Certificate in Customer Care', 'boosted' => '0', 'lang_code' => 'en', 'status' => 'active', 'auto_translated' => '0', 'objectives' => null, 'photo' => null, 'photo_cta' => null, 'video' => null ), 'Profile' => array() ) ) $job = array( 'Job' => array( 'id' => '42619100', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Customer Support Engineer', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<p> 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. </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. Experience in the use of a support ticketing system, e.g. Zendesk, JIRA, or any other </p><p>• Experience in technical customer support, ideally at a mobile network operator or telecoms vendor. Knowledge of maintenance and Technical Support activities and processes </p><p>• Passion for IoT and M2M products and markets and familiarity with SaaS and cloud-based business model </p><p>• A technical education would be appreciated, e.g. network operations or telecommunications engineering. </p><p>• Fluency in English. An additional language is beneficial, ability to work in shifts. </p><p>• Knowledge of Amazon Web Service and Cloud Computing is an advantage </p><h3> Learning culture </h3><p> 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. </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. 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. </p><p> 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. </p><p><i> 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. 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Hiring company
EMnify GmbH
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AED 415Duration: Upto 13 Weeks
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Level 3 Certificate in Customer Care Inspire London CollegeAED 83
AED 551Duration: Upto 4 Weeks
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