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For Companies At a Glance
- Tasks: Support customers in maximising telecoms products and troubleshoot technical issues.
- Company: Join Opensignal, a leader in telecoms technology with a global reach.
- Benefits: Full-time role with opportunities for growth and skill development.
- Why this job: Be the voice of the customer and make a real difference in their experience.
- Qualifications: Interest in tech, SQL skills, and a knack for problem-solving.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Customer Support Associate role at Opensignal.
How You Will Make an Impact
You will join our Global Support team as a Customer Support Associate. As a Customer Support Associate, you will play a pivotal role ensuring our customers maximize the value of our market-leading telecoms products. You will be the central technical liaison, helping to manage the full customer lifecycle from initial configuration to technical support, ensuring their continued success and product satisfaction.
What You Will Be Doing
Your role will use innovative tools and will work closely with our Solution Consultants, Product Management, and Engineering Squads to set up and deliver our products, perform configuration changes to add new features, investigate possible bugs, track their resolution, and roll out updates to our global customer base. You will provide support to other customer-facing teams to enable our customers to extract competitive advantage and actionable insights to drive their business goals.
Desired Skills & Abilities
- Interest in broadband, mobile telecoms, cloud technology, and data analytics with a strong affinity to technology and awareness of AI.
- Ability to adapt and troubleshoot SQL to query large data sets; inquisitive personality with the drive to identify and fix root causes.
- Knowledge of customer SLA management, monitoring, and meeting common Customer Support KPIs.
- Excellent people-management skills with the ability to interface with cross-functional teams in a remote working environment to be a customer advocate.
- Experience troubleshooting complex technical problems.
- Problem ownership, research skills, proactivity and diligence with respect to process, documenting troubleshooting, and creating high-quality knowledge-base articles.
- Experience or strong understanding of working in a 1st-line technical support team monitoring and responding to customer-reported issues through email, web, IM, and other channels.
Required Skills & Experience
- Education in a relevant field.
- Experience working in a fast-paced, entrepreneurial environment.
- Experience with Google BigQuery or another data warehouse.
- Experience in writing and troubleshooting SQL queries.
- Experience in a technical support role or similar function.
Nice to Have
- Experience with tools such as Google Cloud, Apache Airflow, Mode Analytics.
- Experience with MS Excel, Tableau, QGIS, GSuite, and data visualisation tools.
- Experience commanding line terminals under MacOS / Linux and editing with Visual Studio Code.
- Experience with Shell scripting, Python, and ticketing systems such as Zendesk, Jira, and documentation tools such as Confluence.
- Experience making changes to configuration files under version control (e.g., BitBucket or Github).
Seniority Level: Entry level
Employment Type: Full-time
Job Function: Other
Industries: Telecommunications
Customer Support Associate employer: Opensignal
Contact Detail:
Opensignal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Associate
✨Tip Number 1
Network like a pro! Reach out to current employees at Opensignal on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Support Associate role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since this role involves troubleshooting and SQL, practice some common queries and be ready to discuss how you would handle specific customer issues.
✨Tip Number 3
Show your passion for technology! During interviews, share your interest in broadband, mobile telecoms, and data analytics. This will demonstrate that you're not just looking for any job, but that you're genuinely excited about this opportunity.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Opensignal.
We think you need these skills to ace Customer Support Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Associate role. Highlight any relevant experience you have in technical support, SQL troubleshooting, or customer service. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about telecoms and how your background makes you a great fit for our team. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Technical Skills: Since this role involves a lot of tech, don’t forget to mention your experience with tools like Google BigQuery or any SQL skills you have. If you've worked with data visualisation tools or scripting, let us know – it could set you apart from other candidates!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re proactive and really interested in joining our team!
How to prepare for a job interview at Opensignal
✨Know Your Tech
Brush up on your knowledge of broadband, mobile telecoms, and cloud technology. Be ready to discuss how these areas relate to the role and how you can leverage them to help customers maximise their product experience.
✨SQL Skills Matter
Since you'll be troubleshooting and querying large data sets, make sure you're comfortable with SQL. Prepare to demonstrate your ability to write and troubleshoot queries during the interview, as this will show your technical prowess.
✨Show Your Problem-Solving Skills
Be ready to share examples of how you've tackled complex technical issues in the past. Highlight your problem ownership and research skills, as well as your approach to documenting solutions and creating knowledge-base articles.
✨Emphasise Teamwork
As a Customer Support Associate, you'll work closely with various teams. Share experiences that showcase your people-management skills and your ability to advocate for customers while collaborating effectively in a remote environment.
