| Framework
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General Overview
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Progression
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Foundational Proficiency
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Specialized Proficiency
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| Technical Support
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- Initial role for employees with Foundational Proficiency in Connectivity, Smartphone, and E-commerce.
- 1-year contract.
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- After one year, employees need to specialize in one of the following realms of knowledge to renew their contract: Connectivity, Smartphone, or E-commerce.
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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.
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[N/A]
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| E-commerce Support
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Specialized role for employees with Specialized Proficiency in B2C E-commerce support.
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- 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.
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[N/A]
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- 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.
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| Connectivity Support
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Specialized role for employees with Specialized Proficiency in B2C Connectivity support.
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- 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.
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[N/A]
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- 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.
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| Smartphone Support
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Specialized role for employees with Specialized Proficiency in B2C Smartphone support.
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- 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.
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[N/A]
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- 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.
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