Temporary Customer Support Agent

About Teleena

Teleena is a leading provider of secured mobile connectivity and value services to large enterprises. We build and operate mobile services for local and global enterprises, mobile network operators (MNOs), cable companies and mobile virtual network operators (MVNOs) to extend their mobile reach and create new revenue streams.

Teleena has developed an intelligent and secure cloud based service platform (Mobile Platform as a Service), which is connected to more than 400 mobile networks around the globe. And with the upcoming growth in machine to machine (M2M) and Internet of Things (IoT) our platform is scalable and GSM/3GPP compliant meeting GSMA requirements needed to also provide our services to the OEMs, M2Ms, Cloud and content service providers. Corporate customers extend their digital communication services to connect people and their devices 24/7.

Our cloud-based platform is a full operational and business support system (OSS/BSS) combined with our own built Home Location Register as a Service (HLR/HSS) Platform. With this platform we provide a wide variety of mobile data connectivity services existing of voice, voicemail services, text and data traffic, a self-care portal, mobile loyalty, multi country SIM cards and fixed/mobile, prepaid, post-paid and hybrid propositions including real-time charging, quality, policing, reporting and billing.

Our value proposition is that we can tailor-make a service offering based on customer needs. We develop fast (short time to market) with carrier-grade quality levels and an attractive cost to serve model.

Temporary Customer Support Agent

Nieuwegein, The Netherlands, 07 April 2017

Teleena is a global IoT and mobile communications enabler headquartered in the Netherlands, with regional offices in the United Kingdom, Dubai and Singapore. Our marquee global customers include Huawei, KLM, Vodafone, Liberty Global and Tata Communications. Teleena is a debt free, well-funded company fully owned by its founders and founding investors and a global reputable strategic investor. Our key products are a Mobility Platform-as-a-Service and a very feature rich IoT service suite. Since our inception in 2007 we help our customers to become successful in mobile communications. More recently we have added the IoT business line. Our value proposition: We take the complexity out of connecting everything and everybody. It is our aim to allow our customers to seamlessly connect to all mobile operators worldwide. We aspire to help them to realize all their mobile connectivity and IoT ambitions, to unleash new business, to grow revenue and to reduce costs. As Teleena is now revolutionizing its business (from relatively local to global, from mere MVNO to IoT and from all direct sales to channel sales) we would like to get in touch with the right people  who will help us achieve this.

About the job:  Customer Support Agent (1st Line) – Temporary position for 3-6 months…native Dutch (spoken & written)

Handle all contact from Dutch & UK Mobile Network Providers including incorrect porting status (porting in/out and number porting).
Handle all incoming emails including Customer mails
Check and forward HUR (high usage) reports to our customers
Check issues with missing top-ups (via our supplier)
Create a monthly overview on tickets that breached any Service Level Agreements (SLA)
Join the operational review meetings
Identify problems
Handle incidents within SLA’s
Handle requests according to customer expectations 

The person we are looking for:

We are looking for a proactive, hands on person, someone who is willing to take responsibility for our 1st line service, someone with excellent writing skills, a flexible individual who will take on tasks that might not be mentioned in the job profile! Fluency in the Dutch language is a neccessity for this role as most of the customer communication will be in Dutch.

Familiarity with the telecom industry would be great but it is definitely not a fixed requirement. Call center/customer support experience will be viewed as equally relevant.

Last but not least you do need to have a good sense of humor, an open personality and enjoy working with different cultures (as we have 21 different nationalities working here).

This is a full time, temporary position, 40-hours a week, in a fast paced, innovative and exciting company where there is never a dull moment.

Location

This is a position based in Nieuwegein, The Netherlands.

Contact

Are you interested in this role and do you have what we are looking for? Do you want to join a great team of individuals? Then please do contact me, Bronagh Ryan, Manager HR (bronagh.ryan@teleena.com) or send your CV to jobs@teleena.com

 

I’ll be looking forward to hearing from you.

 

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