Technical Support & Troubleshooting
- Lead investigation and resolution of service incidents.
- Utilize internal tools, platforms, and APIs to diagnose technical issues.
Training & Mentorship
- Train and mentor junior team members on troubleshooting techniques and tools.
- Conduct internal workshops and knowledge-sharing sessions.
Customer Escalations & Engagement
- Act as technical point of contact for escalated customer cases.
- Collaborate with internal and external teams to resolve high-impact issues.
- Attend client meetings to provide expert technical insights.
- Ensure SLA adherence, customer communication, and incident transparency.
- Perform root cause analysis and post-incident reporting.
- Draft and maintain customer-facing incident notifications.
Continuous Improvement & Documentation
- Develop and maintain internal knowledge base articles and technical guides.
- Identify recurring issues and contribute to proactive support strategies.
Cross-Functional Collaboration
- Work closely with internal teams on bugs and platform issues.
On-Call Support
- Participate in rotating on-call schedule for critical after-hours support.
- Manage incident response, documentation, and communications during on-call shifts.
Data Analysis & Reporting
- Create support KPIs, SIM utilization, and incident reports.
- Analysedata using Excel (pivot tables, advanced formulas) and Power BI.
- 5+ years in customer and technical support roles within a telecom, IoT, or network provider environment.
- Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
- Completed or currently pursuing an education in telecommunications.
- Strong understanding of Cellular networks, Telecom protocols (e.g.,Diameter, MAP, SIP and GTP), and monitoring-tracing tools (e.g., Sigos, OSIX).
- Hands-on experience with ticketing system (Zendesk) and monitoring platforms.
- Candidates should be comfortable working with spreadsheets, formulas, and data analysis tools.
- Knowledge of IP switching and routing protocol - an advantage
- Fluent written and verbal English communication skills.
- Availability to work standard business hours (9:00 AM – 5:00 PM) and participate in an on-call rotation as required.
Top Skills
What We Do
Webbing is a global data MVNO that delivers innovative enterprise grade, global connectivity and IoT services. Our secured network of 600+ mobile carriers across more than 200 countries, ensures superior data connectivity between business, people and things wherever the device is located.
Since our foundation in 2010, we have been developing revolutionary SIM technology, powerful management platforms and a robust global network. Our leading-edge solutions deliver a streamlined, centralized, and scalable means of deploying and managing organizations' global fleet of devices. Our experts assist in every step of the device on boarding process to ensure you are set up to meet your organization’s connectivity needs.
Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing’s dynamic software platform. Gain visibility by application type and have the power to safe list applications and limit non-business applications with the click of a button, saving money and improving compliance.
Our superior technology combined with our solid strategic partnerships provide our customers with the perfect balance of the benefits of a local and roaming carrier. We deliver the reach of a global carrier with the quality of a local one with a single carrier that has flexible offerings, low latency, and sustainability at competitive rates.
