Technical Customer Success Associate

hace 1 semana


Xico, México Circles A tiempo completo

• **Job Title:** Technical Customer Success Associate

• **Company:** Circles

• **Job Description:**

• At Circles, we are seeking a Technical Customer Success Associate to join our team. As a Technical Customer Success Associate, you will play a crucial role in ensuring customer satisfaction and success through technical support, problem-solving, and proactive account management.

• The ideal candidate will have a strong understanding of mobile network technologies, including GSM, CDMA, LTE, and 5G. They will also have experience with telecom protocols and standards, such as Diameter and OSS BSS.

• The Technical Customer Success Associate will work closely with internal teams, including Engineering, Product, and Operations, to resolve complex technical issues and implement solutions. They will also conduct regular technical review meetings with customers to understand their needs and identify opportunities for improvement.

• **Responsibilities:**

• Assist the Technical CSM in managing a portfolio of key accounts, ensuring high levels of customer satisfaction and retention

• Provide technical support and guidance to customers on our telecom/MVNO products and services

• Collaborate with internal teams to resolve complex technical issues and implement solutions

• Conduct regular technical review meetings with customers to understand their needs and identify opportunities for improvement

• Monitor customer usage patterns and proactively recommend optimizations or new solutions

• Develop and maintain technical documentation, including user guides and troubleshooting procedures

• Assist in onboarding new customers and managing the technical aspects of service implementation

• Contribute to the development of best practices and standard operating procedures for the technical CSM team

• Stay current with industry trends, emerging technologies, and regulatory changes in the telecom/MVNO space

• **Requirements:**

• Bachelor's degree in Computer Science, Telecommunications, or a related technical field

• 3+ years of experience in a technical customer-facing role, preferably in the telecommunications or MVNO industry

• Strong understanding of mobile network technologies, including GSM, CDMA, LTE, and 5G

• Familiarity with telecom protocols and standards, such as Diameter and OSS BSS

• Experience with CRM systems and ticketing tools

• Excellent problem-solving and analytical skills

• Strong communication skills, both written and verbal

• Ability to explain complex technical concepts to non-technical stakeholders

• Customer-centric mindset with a focus on building and maintaining relationships

• Dual language proficiency - English and Spanish



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