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== OVERVIEW ==
{| class="wikitable"
{| class="wikitable"
|+ Career Growth Framework for Technical Support Team
|+ Career Growth Framework for Technical Support Team
|-
|-
! Team
! Framework
| General Overview  
! General Overview  
| Progression  
! Progression  
| Realm of Knowledge
! Foundational Proficiency
| Foundational Proficiency  
! Specialized Proficiency
| Specialized Mastery
|-
|-
| '''Technical Support'''  
| '''Technical Support'''  
|  
|  
* Initial role for employees with basic knowledge in Connectivity, Smartphone, and E-commerce. 1-year contract.
* Initial role for employees with Foundational Proficiency in Connectivity, Smartphone, and E-commerce.  
* After one year, employees specialize in one realm: B2C Connectivity, B2C Smartphone, or B2C E-commerce. Opportunity to switch to another realm or develop B2B customer support skills for commissions.
* 1-year contract.
|  
|  
* Connectivity: In-depth understanding of SIM cards and related issues.
* After one year, employees need to specialize in one of the following realms of knowledge to renew their contract: Connectivity, Smartphone, or E-commerce.
* Smartphone: Proficient in troubleshooting, debugging, and root cause analysis.
|
* E-commerce: Expertise in e-cart operations and Secure Manager (billing system).
'''Connectivity'''
|  
* Understand the basics of mobile network concepts, such as signal strength and data transmission.
* **Foundational Proficiency**:
* Familiarity with common SIM card functionalities and troubleshooting.
  - **Connectivity:** Understanding basic SIM card functionalities and common connectivity issues.
* Awareness of network protocols like GSM, CDMA, LTE, and 5G.
  - **Smartphone:** Basic troubleshooting skills and ability to identify common smartphone problems.
 
  - **E-commerce:** Basic understanding of e-cart operations and navigation in Secure Manager.
'''Smartphone'''
* **Specialized Mastery:**
* Basic understanding of popular smartphone operating systems, such as Android and iOS.
  - Advanced expertise in either Connectivity, Smartphone, or E-commerce based on chosen specialization.
* Awareness of smartphone hardware components and their functionalities.
* Ability to troubleshoot common software issues on smartphones.
 
E-commerce:
* Familiarity with fundamental e-commerce concepts and processes.
* Understanding of customer-facing settings in an e-commerce platform.
* Basic knowledge of order processing, payment gateways, Secure Manager and common e-commerce challenges.
|<center>[N/A]
|-
|-
| '''E-commerce Support'''  
| '''E-commerce Support'''  
|  
| Specialized role for employees with Specialized Proficiency in B2C E-commerce support.
* Specialized role for employees with deep knowledge in B2C E-commerce.
|
* Progress to B2C E-commerce team, handling advanced e-commerce issues. Opportunity to switch to another realm or develop B2B customer support skills for commissions.
* Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
|  
* Opportunity to develop B2B customer support skills for commissions.  
* B2C E-commerce: Advanced troubleshooting and support for e-cart and Secure Manager.
* Opportunity to grow in Level and Steps within the framework.
|
|<center> [N/A]
* **Foundational Proficiency:**
|
  - **E-commerce:** Advanced understanding of e-cart operations and proficiency in Secure Manager.
* Investigate and resolve advanced technical issues related to Secure Manager and the e-commerce platform, such as payment gateway errors, order processing failures, and system integrations.
* **Specialized Mastery:**
* Collaborate with other teams to implement and test custom features and functionalities.
  - Expertise in handling advanced e-commerce issues specific to B2C transactions.
* Optimize the e-commerce database to ensure data integrity, performance, and scalability.
* Execute SQL queries and scripts for data retrieval and manipulation.
* Analyze performance metrics and proactively address issues to maintain optimal system responsiveness.
* Conduct regular security audits and to address vulnerabilities.
* Troubleshoot and optimize API connections to enhance system interoperability.
|-
|-
| '''Connectivity Support'''  
| '''Connectivity Support'''  
|  
| Specialized role for employees with Specialized Proficiency in B2C Connectivity support.  
* Specialized role for employees with deep knowledge in B2C Connectivity.
|
* Progress to B2C Connectivity team, focusing on advanced connectivity issues. Opportunity to switch to another realm or develop B2B customer support skills for commissions.
* Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
|  
* Opportunity to develop B2B customer support skills for commissions.  
* B2C Connectivity: Advanced expertise in SIM cards and related connectivity issues.
* Opportunity to grow in Level and Steps within the framework.
|
| <center> [N/A]
* **Foundational Proficiency:**  
|
  - **Connectivity:** Advanced understanding of SIM card functionalities and proficiency in resolving connectivity issues.
* Investigate and resolve connectivity challenges, addressing issues related to SIM card functionalities and common connectivity disruptions.
* **Specialized Mastery:**
* Deploy and test tailored connectivity solutions.
  - Expertise in handling advanced connectivity issues specific to B2C transactions.
* Understand mobile network protocols such as GSM, CDMA, LTE, and 5G.
* Understand concepts related to mobile networks, including signal strength, network protocols, and data transmission.
* Proficiency in using SIM card commands to retrieve information, activate features, and troubleshoot issues.
* Understand the SIM Toolkit and its commands for interaction between the SIM card and the mobile device.
* Awareness of security protocols related to SIM card communication and mobile networks.
* Understanding of SIM card specifications and compatibility with various mobile devices, considering manufacturer and model variations.
* Awareness of regulatory requirements related to mobile network communication and SIM card usage.
|-
|-
| '''Smartphone Support'''  
| '''Smartphone Support'''  
| Specialized role for employees with Specialized Proficiency in B2C Smartphone support.
|
* Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
* Opportunity to develop B2B customer support skills for commissions.
* Opportunity to grow in Level and Steps within the framework.
|<center> [N/A]
|  
|  
* Specialized role for employees with deep knowledge in B2C Smartphone.
* Proficiency in the functionality and features of popular smartphone operating systems, such as Android and iOS.
* Progress to B2C Smartphone team, handling advanced smartphone troubleshooting. Opportunity to switch to another realm or develop B2B customer support skills for commissions.
* Understanding of smartphone hardware components, including processors, memory, storage, and sensors.
|
* Knowledge of common software issues on smartphones, including app crashes, software conflicts, and operating system glitches.
* B2C Smartphone: Advanced troubleshooting, debugging, and root cause analysis for smartphones.
* Familiarity with the basics of app development to understand how apps interact with the operating system and device hardware.
|
* Understanding of smartphone network connectivity, including Wi-Fi, cellular data, and Bluetooth.
* **Foundational Proficiency:**
* Awareness of smartphone security features, including encryption, biometrics, and secure boot processes.
  - **Smartphone:** Advanced troubleshooting skills and proficiency in root cause analysis for common smartphone issues.
* Knowledge of MDM solutions and their role in managing smartphone settings, security policies, and application deployment.
* **Specialized Mastery:**
* Skills in diagnosing and addressing hardware issues, such as battery problems, touchscreen responsiveness, and connectivity ports.
  - Expertise in handling advanced smartphone troubleshooting specific to B2C transactions.
* Adherence to best practices for securing smartphones, including password policies, device encryption, and remote wipe capabilities.
|}
|}

Latest revision as of 10:39, 5 January 2024

OVERVIEW

Career Growth Framework for Technical Support Team
Framework General Overview Progression Foundational Proficiency Specialized Proficiency
Technical Support
  • Initial role for employees with Foundational Proficiency in Connectivity, Smartphone, and E-commerce.
  • 1-year contract.
  • After one year, employees need to specialize in one of the following realms of knowledge to renew their contract: Connectivity, Smartphone, or E-commerce.

Connectivity

  • Understand the basics of mobile network concepts, such as signal strength and data transmission.
  • Familiarity with common SIM card functionalities and troubleshooting.
  • Awareness of network protocols like GSM, CDMA, LTE, and 5G.

Smartphone

  • Basic understanding of popular smartphone operating systems, such as Android and iOS.
  • Awareness of smartphone hardware components and their functionalities.
  • Ability to troubleshoot common software issues on smartphones.

E-commerce:

  • Familiarity with fundamental e-commerce concepts and processes.
  • Understanding of customer-facing settings in an e-commerce platform.
  • Basic knowledge of order processing, payment gateways, Secure Manager and common e-commerce challenges.
[N/A]
E-commerce Support Specialized role for employees with Specialized Proficiency in B2C E-commerce support.
  • Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
  • Opportunity to develop B2B customer support skills for commissions.
  • Opportunity to grow in Level and Steps within the framework.
[N/A]
  • Investigate and resolve advanced technical issues related to Secure Manager and the e-commerce platform, such as payment gateway errors, order processing failures, and system integrations.
  • Collaborate with other teams to implement and test custom features and functionalities.
  • Optimize the e-commerce database to ensure data integrity, performance, and scalability.
  • Execute SQL queries and scripts for data retrieval and manipulation.
  • Analyze performance metrics and proactively address issues to maintain optimal system responsiveness.
  • Conduct regular security audits and to address vulnerabilities.
  • Troubleshoot and optimize API connections to enhance system interoperability.
Connectivity Support Specialized role for employees with Specialized Proficiency in B2C Connectivity support.
  • Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
  • Opportunity to develop B2B customer support skills for commissions.
  • Opportunity to grow in Level and Steps within the framework.
[N/A]
  • Investigate and resolve connectivity challenges, addressing issues related to SIM card functionalities and common connectivity disruptions.
  • Deploy and test tailored connectivity solutions.
  • Understand mobile network protocols such as GSM, CDMA, LTE, and 5G.
  • Understand concepts related to mobile networks, including signal strength, network protocols, and data transmission.
  • Proficiency in using SIM card commands to retrieve information, activate features, and troubleshoot issues.
  • Understand the SIM Toolkit and its commands for interaction between the SIM card and the mobile device.
  • Awareness of security protocols related to SIM card communication and mobile networks.
  • Understanding of SIM card specifications and compatibility with various mobile devices, considering manufacturer and model variations.
  • Awareness of regulatory requirements related to mobile network communication and SIM card usage.
Smartphone Support Specialized role for employees with Specialized Proficiency in B2C Smartphone support.
  • Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
  • Opportunity to develop B2B customer support skills for commissions.
  • Opportunity to grow in Level and Steps within the framework.
[N/A]
  • Proficiency in the functionality and features of popular smartphone operating systems, such as Android and iOS.
  • Understanding of smartphone hardware components, including processors, memory, storage, and sensors.
  • Knowledge of common software issues on smartphones, including app crashes, software conflicts, and operating system glitches.
  • Familiarity with the basics of app development to understand how apps interact with the operating system and device hardware.
  • Understanding of smartphone network connectivity, including Wi-Fi, cellular data, and Bluetooth.
  • Awareness of smartphone security features, including encryption, biometrics, and secure boot processes.
  • Knowledge of MDM solutions and their role in managing smartphone settings, security policies, and application deployment.
  • Skills in diagnosing and addressing hardware issues, such as battery problems, touchscreen responsiveness, and connectivity ports.
  • Adherence to best practices for securing smartphones, including password policies, device encryption, and remote wipe capabilities.