Customer Support Engineer

UnaBiz’s mission is to accelerate data-driven business efficiency for its clients and partners with agility and ingenuity. 

The company specialises in sensor product design, manufacturing, and cloud platform services across a hybrid of low-power wide-area (LPWA).

UnaBiz envisions a closely connected world powered by simple technology because we believe in Less is More. By uniting people and technology, UnaBiz aims to create an impact on a massive scale, to help every person and every organisation on the planet live smarter, simpler, and in a more sustainable way.

The Service Delivery department aims at providing excellence and efficiency in the delivery of UnaBiz cloud services to customers while always seeking to increase our value proposition to those customers.

As part of the Customer Support team, the Customer Support Engineer is accountable for:

• Regional support request stream and compliance to associated SLAs,
• Proactive operational support for an identified portfolio of operators,
• Service Delivery management for an identified portfolio of global customers, as part of an account management virtual team.

Regional support request stream

• Be an active Level 2 support agent towards our Sigfox 0G Network Operator, partner and customer communities, contributing to the pooled support request resolution by handling tickets workflows from assignment/escalation from Level 1 (Service Desk) to closure,
• Proactively contribute to the support knowledge data-base, by keeping all documentation, training material and reference record updated,
• Be a driver of the continuous improvement on support requests handling processes,
• Develop expertise in a given set of subject matters to become the operational and technical reference within the team, but also at department and even company level,
• As a senior support agent, contribute to internal projects development, needs expression and collection, delivery acceptance and rollout.

Operator operational support
For a portfolio of our most critical Operators partners (Sigfox 0G Network Operators are external parties owning network deployment, maintenance and operations, but also marketing and sales duties):

• Be the insider operational reference and follow-up on their network’s and customer service delivery performance,
• Ensure on-boarding and training levels of Sigfox 0G Network Operator’s operational and technical pre-sales teams, and specifically for partner joining the community, ensure the full operational on-boarding plan is successful,
• Perform monthly service reviews with Sigfox 0G Network Operator’s within the assigned portfolio,
• Assess Sigfox 0G Network Operator performance and overall operational maturity status, and ensure the status is continuously updated, as an input to the overall Sigfox 0G Network Operator community strategy steering.

Customer Service Delivery practice
For a portfolio of our most critical global accounts, contribute to the Customer Service Delivery Management by ensuring the Service Delivery Management activities:

• Ensure Service Level Relationship, and contribute to Customer Relationship management as part of the account management team, aiming at turning customer satisfaction into sales and account growth,
• Be the single point of escalation for any operational topic arising from the customer,
• Supervise all service requests or matters linked with the customer’s service,
• Collect the specific needs of the customer and ensure customer satisfaction on a daily basis,
• Run service reviews with the customer and provide the agreed level of reporting and action items follow-up, contribute to strategic/steering reviews as part of the account management team,
• Be the internal customer advocate with all internal teams,
• Based on lessons learnt, enrich the Customer Service Delivery practice definition, as well as processes, tools and knowledge base, as a continuous improvement effort.

What we are looking for:

• Minimum of 5 years’ experience in a multi-national organization ideally within the IT/Telecom/Service industry,
• High level of technical literacy, experience or strong interest in the following domains is expected:
• Wireless systems and Networks, Radio interface implementation,
• IoT connected objects implementation,
• Embedded Systems (HW & SW),
• Programming and Scripting,
• IT,
• Fluent with ITIL and ISO concepts, ITIL 4 foundation (or higher) certification or knowledge is a plus,
• Degree or higher education in information technology, engineering, business/economics or equivalent (master level as a minimum),
• Strong operational competence, technical thoroughness, proactive and customer focused,
• Solution-oriented, strong ability to drive both the big picture, detailed operational workflow and data analysis,
• The successful applicant will be able to interpret, report and discuss that info to different levels within the organization and with partners and customers,
• Interpersonal skills with the ability to develop and maintain strong stakeholder relationships within Unabiz (from Sales to Engineering) and partners or customers,
• Team player, able to work collaboratively within an international and diverse team, adapting to local constraint and time zones, as well as cross-functionally,
• Excellent communication and presentation skills (oral and written) with the ability to synthetize and escalate information clearly and succinctly,
• Ability to recognize opportunities for enhancement and continuous improvement
• English negotiation level, other languages appreciated.
• Regular travels are part of the assignment, up to an approximate yearly rate of 20% of business days (on a needs-driven basis only).

---

UnaBiz promotes inclusion and non-discrimination, and acts daily in favor of social mix, equality between women and men, and seniors. As a learning company open to diversity, we are ready to welcome extraordinary people and to adapt their jobs. At UnaBiz, we recruit personalities above all!