Test

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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).
  • **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
  • 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.
  • **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
  • 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.
  • **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
  • 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.
  • **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.
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