- Respond to customer inquiries and support requests via Zendesk and other channels.
- Analyse system behaviour and customer data to diagnose performance and connectivity issues.
- Resolve recurring operational incidents.
- Collaborate with internal teams to identify underlying causes of service irregularities.
- Own support tickets from investigation through resolution with minimal oversight.
- Provide consistent and informative updates to customers throughout the case lifecycle.
- Ensure accurate ticket categorization, prioritization, and closure based on business impact.
- Identify and suggest improvements to support tooling and diagnostic workflows.
- Test and provide feedback on internal support utilities.
- Produce concise, scenario-driven documentation to support recurring cases.
- Maintain workflows for internal troubleshooting procedures and escalation points.
- Log case studies for new incident types and coordinate feedback into training materials.
- Serve as a go-to resource for junior colleagues on platform behaviour and debugging tips.
- Participate in onboarding support peers by walking through real cases and tools.
- Track incident types and trends using Excel or Power BI for data-driven insights.
- Report anomalies or sudden issue spikes to the appropriate teams for early intervention.
- Participate in structured shift handovers to ensure case continuity and SLA compliance.
- Full-time role, working in rotating shifts as part of a 24/7 support team.
- 5+ years of experience in customer and technical support roles within a telecom, IoT, or network provider environment.
- Completed or actively pursuing a degree in Telecommunications, Computer Science, or a related field.
- Exposure to tracing or diagnostic tools like Sigos or OSIX is a strong advantage.
- Experience using Zendesk or equivalent support/ticketing systems.
- Strong working knowledge of Excel, with familiarity in formulas, pivot tables, or basic dashboards (Power BI is a plus).
- Excellent English communication skills — written and spoken.
- Ability to work in rotating shifts, including nights/weekends when required.
- Strong analytical thinking, a collaborative mindset, and initiative to resolve problems independently.
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.
