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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  
| Foundational Proficiency  
! Foundational Proficiency
| Specialized Mastery
! Specialized Proficiency
|-
|-
| '''Technical Support'''  
| '''Technical Support'''  
| Initial role for employees with basic knowledge in Connectivity, Smartphone, and E-commerce. 1-year contract. 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.
|  
|  
| **Connectivity:** Understanding basic SIM card functionalities and common connectivity issues. **Smartphone:** Basic troubleshooting skills and ability to identify common smartphone problems. **E-commerce:** Basic understanding of e-cart operations and navigation in Secure Manager.  
* Initial role for employees with Foundational Proficiency in Connectivity, Smartphone, and E-commerce.
| Advanced expertise in either Connectivity, Smartphone, or E-commerce based on chosen specialization.  
* 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.
|<center>[N/A]
|-
|-
| '''E-commerce Support'''  
| '''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.  
| Specialized role for employees with Specialized Proficiency in B2C E-commerce support.
|  
|
| Advanced understanding of e-cart operations and proficiency in Secure Manager.  
* Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
| Expertise in handling advanced e-commerce issues specific to B2C transactions.  
* Opportunity to develop B2B customer support skills for commissions.
* Opportunity to grow in Level and Steps within the framework.
|<center> [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'''  
| '''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.  
| Specialized role for employees with Specialized Proficiency in B2C Connectivity support.  
|  
|
| Advanced understanding of SIM card functionalities and proficiency in resolving connectivity issues.  
* Opportunity to develop another realm of knowledge and switch frameworks in a different department with a salary increment.
| Expertise in handling advanced connectivity issues specific to B2C transactions.  
* Opportunity to develop B2B customer support skills for commissions.
* Opportunity to grow in Level and Steps within the framework.
| <center> [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'''  
| '''Smartphone Support'''  
| Specialized role for employees with deep knowledge in B2C Smartphone. Progress to B2C Smartphone team, handling advanced smartphone troubleshooting. Opportunity to switch to another realm or develop B2B customer support skills for commissions.  
| 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]
|  
|  
| Advanced troubleshooting skills and proficiency in root cause analysis for common smartphone issues.  
* Proficiency in the functionality and features of popular smartphone operating systems, such as Android and iOS.
| Expertise in handling advanced smartphone troubleshooting specific to B2C transactions.  
* 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.
|}
|}

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.