The opportunity
What you will own
- Handle customer questions about account setup, service activation, plan/service status and supported connectivity workflows.
- Perform structured first- and second-line troubleshooting for device, network and service-access issues.
- Differentiate customer-device issues from account, provisioning, coverage or upstream network problems and escalate appropriately.
- Document outages, recurring connectivity symptoms and customer impact for telecom operations teams.
- Support billing/service enquiries within authorised procedures and protect customer identity information.
- Maintain current knowledge of CloudTen Mobile product changes and support procedures.
What you bring
Core qualifications
- 2+ years of telecom, ISP, mobile service, network support or technical customer-service experience.
- Working knowledge of mobile connectivity, IP networking, device configuration and customer provisioning concepts.
- Strong troubleshooting and customer communication skills.
- Ability to manage escalations during service-impacting incidents.
- Sound privacy and account-security judgement.
Additional strengths
Preferred experience
- Experience with MNO/MVNO, OSS/BSS, VoIP/IMS, ISP or enterprise telecom support.
- Networking or telecom certification.
- Experience supporting both consumer and business customers.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
