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Career Growth Framework for Technical Support Team

Framework	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.