Join to apply for the Customer Support Associate role at Opensignal.
How You Will Make an Impact
You will join our Global Support team as a Customer Support Associate. As a Customer Support Associate you will play a pivotal role ensuring our customers maximize the value of our market-leading telecoms products. You will be the central technical liaison, helping to manage the full customer lifecycle from initial configuration to technical support, ensuring their continued success and product satisfaction.
What You Will Be Doing
Your role will use innovative tools and will work closely with our Solution Consultants, Product Management, and Engineering Squads to set up and deliver our products, perform configuration changes to add new features, investigate possible bugs, track their resolution, and roll out updates to our global customer base. You will provide support to other customer‑facing teams to enable our customers to extract competitive advantage and actionable insights to drive their business goals.
Desired Skills & Abilities
* Interest in broadband, mobile telecoms, cloud technology, and data analytics with a strong affinity to technology and awareness of AI.
* Ability to adapt and troubleshoot SQL to query large data sets; inquisitive personality with the drive to identify and fix root causes.
* Knowledge of customer SLA management, monitoring, and meeting common Customer Support KPIs.
* Excellent people‑management skills with the ability to interface with cross‑functional teams in a remote working environment to be a customer advocate.
* Experience troubleshooting complex technical problems.
* Problem ownership, research skills, proactivity and diligence with respect to process, documenting troubleshooting, and creating high‑quality knowledge‑base articles.
* Experience or strong understanding of working in a 1st‑line technical support team monitoring and responding to customer‑reported issues through email, web, IM, and other channels.
Required Skills & Experience
* Education in a relevant field.
* Experience working in a fast‑paced, entrepreneurial environment.
* Experience with Google BigQuery or another data warehouse.
* Experience in writing and troubleshooting SQL queries.
* Experience in a technical support role or similar function.
Nice to Have
* Experience with tools such as Google Cloud, Apache Airflow, Mode Analytics.
* Experience with MS Excel, Tableau, QGIS, GSuite, and data visualisation tools.
* Experience commanding line terminals under MacOS / Linux and editing with Visual Studio Code.
* Experience with Shell scripting, Python, and ticketing systems such as Zendesk, Jira, and documentation tools such as Confluence.
* Experience making changes to configuration files under version control (e.g., BitBucket or Github).
Seniority Level
* Entry level
Employment Type
* Full‑time
Job Function
* Other
Industries
Telecommunications
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