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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.		[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.