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Career Growth Framework for Technical Support Team

Team	General Overview	Progression	Realm of Knowledge	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: 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).	Basic understanding and skills in Connectivity, Smartphone, and E-commerce. Advanced and specialized expertise in one of the realms.
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.	B2C E-commerce: Advanced troubleshooting and support for e-cart and Secure Manager.	Basic understanding and skills in E-commerce. Advanced and specialized expertise in B2C E-commerce.
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.	B2C Connectivity: Advanced expertise in SIM cards and related connectivity issues.	Basic understanding and skills in Connectivity. Advanced and specialized expertise in B2C Connectivity.
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.	B2C Smartphone: Advanced troubleshooting, debugging, and root cause analysis for smartphones.	Basic understanding and skills in Smartphone. Advanced and specialized expertise in B2C Smartphone.