Resolution Expert Lisboa

Resolution Expert
Lisboa
Lisboa, Lisboa, Portugal

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Welcome to 1GLOBAL, a dynamic and innovative force in the intersection of telecommunications and technology. Founded by two visionary technology entrepreneurs, Hakan Koç and Pyrros Koussios, 1GLOBAL is a privately owned company with a clear mission to connect the world, seamlessly. With over 100 million dollars in revenue and being both profitable and cash generative, 1GLOBAL has the ability to fund its massive growth without relying on external funding.

As a global specialty telecommunications provider, 1GLOBAL serves financial institutions, enterprises, mobile network operators, and consumers across 42 countries, offering fully regulated voice, data, and SMS services. As pioneers in the e
SIM revolution, we’ve built a complete ecosystem that drives our growth with partners such as Apple, Palo Alto Networks and Google, while attracting customers like Goldman Sachs, JP Morgan, Revolut, Netflix and Tesla.

Join us at 1GLOBAL and be part of that journey of massive growth, while forming the future of the global communication industry!

The Role

The Resolution Expert plays a critical role in ensuring the successful resolution of customer issues, particularly at higher tiers of service. This individual will become an expert in handling complex cases for specific products and clients while serving as a key
- solver for the customer services team. The ideal candidate is a strong communicator, empathetic listener, and a sharp detective when it comes to identifying and addressing root causes of customer concerns. In this role you will be required to move many times across different products, according to business priorities. We’re looking for someone who is mature, waits for no one when it comes to learning, and understands the need for change.

Key Responsibilities:

• Social Media Ticket Management: Handle and resolve customer inquiries and complaints through various social media platforms in a timely and professional manner.
• Issue Resolution for Higher-Tier Customers: Address complex and escalated issues from VIP or
  - priority customers, ensuring swift and effective resolutions.
• Case Handling for Specific Products/Clients: Become a subject matter expert (SME) on designated products or clients, managing case escalations and offering tailored solutions.
• Customer De-Escalation: Use your expertise and emotional intelligence to manage and
  - escalate challenging customer interactions, turning difficult situations into positive experiences.
• Root Cause Analysis: Act as a detective, conducting thorough investigations to identify and address the underlying causes of recurring issues and providing actionable feedback to the product and support teams for
  - term improvements.
• Continuous Learning: Demonstrate a strong desire to learn and adapt, quickly gaining expertise in new products, services, and customer needs. Stay curious and proactive in acquiring new skills to improve the overall customer experience.
• Experience with ticketing systems and customer service processes.
• Knows how to handle different data and building analysis on Excel.
• A professional telephone manner and call management skills.
• Outstanding written and verbal skills in English - able to take technical information and translate into easily understandable language for customers. Other languages are a plus.
• Good teamwork, organizational and time management skills.
• Excellent analytical and
  - solving skills.
• Good attention to detail and the ability to understand and follow technical processes accurately.
• You may have gained this experience by working, for example, in Helpdesk, Customer Service or Call Centre roles; Mobile Handset support roles; the Telecoms sector: both GSM and Vo
  IP

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 40%
  -
  - year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative,
  - paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a
  - edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a
  - driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.