Test: Difference between revisions

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| General Overview  
| General Overview  
| Progression  
| Progression  
| Realm of Knowledge
| Foundational Proficiency  
| Foundational Proficiency  
| Specialized Mastery
| Specialized Mastery  
|-
|-
| '''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.
|  
|  
* Initial role for employees with basic knowledge in Connectivity, Smartphone, and E-commerce. 1-year contract.
| **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.  
* 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.
| Advanced expertise in either Connectivity, Smartphone, or E-commerce based on chosen specialization.  
|  
* Connectivity: In-depth understanding of SIM cards and related issues.
* Smartphone: Proficient in troubleshooting, debugging, and root cause analysis.
* E-commerce: Expertise in e-cart operations and Secure Manager (billing system).
|
* **Foundational Proficiency**:
  - **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.
* **Specialized Mastery:**
  - Advanced expertise in either Connectivity, Smartphone, or E-commerce based on chosen specialization.
|-
|-
| '''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 deep knowledge in B2C E-commerce.
| Advanced understanding of e-cart operations and proficiency in Secure Manager.  
* 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.
| Expertise in handling advanced e-commerce issues specific to B2C transactions.  
|
* B2C E-commerce: Advanced troubleshooting and support for e-cart and Secure Manager.
|  
* **Foundational Proficiency:**
  - **E-commerce:** Advanced understanding of e-cart operations and proficiency in Secure Manager.
* **Specialized Mastery:**
  - Expertise in handling advanced e-commerce issues specific to B2C transactions.
|-
|-
| '''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 deep knowledge in B2C Connectivity.
| Advanced understanding of SIM card functionalities and proficiency in resolving connectivity issues.  
* Progress to B2C Connectivity team, focusing on advanced connectivity issues. Opportunity to switch to another realm or develop B2B customer support skills for commissions.
| Expertise in handling advanced connectivity issues specific to B2C transactions.  
|
* B2C Connectivity: Advanced expertise in SIM cards and related connectivity issues.
|  
* **Foundational Proficiency:**
  - **Connectivity:** Advanced understanding of SIM card functionalities and proficiency in resolving connectivity issues.
* **Specialized Mastery:**
  - Expertise in handling advanced connectivity issues specific to B2C transactions.
|-
|-
| '''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 deep knowledge in B2C Smartphone.
| Advanced troubleshooting skills and proficiency in root cause analysis for common smartphone issues.  
* Progress to B2C Smartphone team, handling advanced smartphone troubleshooting. Opportunity to switch to another realm or develop B2B customer support skills for commissions.
| Expertise in handling advanced smartphone troubleshooting specific to B2C transactions.  
|
* B2C Smartphone: Advanced troubleshooting, debugging, and root cause analysis for smartphones.
|  
* **Foundational Proficiency:**
  - **Smartphone:** Advanced troubleshooting skills and proficiency in root cause analysis for common smartphone issues.
* **Specialized Mastery:**
  - Expertise in handling advanced smartphone troubleshooting specific to B2C transactions.
|}
|}

Revision as of 10:05, 5 January 2024

Career Growth Framework for Technical Support Team
Team General Overview Progression Foundational Proficiency Specialized Mastery
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. Advanced expertise in either Connectivity, Smartphone, or E-commerce based on chosen specialization.
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. Advanced understanding of e-cart operations and proficiency in Secure Manager. Expertise in handling advanced e-commerce issues specific to B2C transactions.
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. Advanced understanding of SIM card functionalities and proficiency in resolving connectivity issues. Expertise in handling advanced connectivity issues specific to B2C transactions.
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. Advanced troubleshooting skills and proficiency in root cause analysis for common smartphone issues. Expertise in handling advanced smartphone troubleshooting specific to B2C transactions.
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