Description

Respond to customer inquiries and support requests via Zendesk and other channels.
Analyse system behaviour and customer data to diagnose performance and connectivity issues.
Resolve recurring operational incidents.
Collaborate with internal teams to identify underlying causes of service irregularities.
Own support tickets from investigation through resolution with minimal oversight.
Provide consistent and informative updates to customers throughout the case lifecycle.
Ensure accurate ticket categorization, prioritization, and closure based on business impact.
Identify and suggest improvements to support tooling and diagnostic workflows.
Test and provide feedback on internal support utilities.
Produce concise, scenario-driven documentation to support recurring cases.
Maintain workflows for internal troubleshooting procedures and escalation points.
Log case studies for new incident types and coordinate feedback into training materials.
Serve as a go-to resource for junior colleagues on platform behaviour and debugging tips.
Participate in onboarding support peers by walking through real cases and tools.
Track incident types and trends using Excel or Power BI for data-driven insights.
Report anomalies or sudden issue spikes to appropriate teams for early intervention.
Participate in structured shift handovers to ensure case continuity and SLA compliance.
Full-time role, working in rotating shifts as part of a 24/7 support team (working night shifts from home is possible, after probation, working from home 1 – 2 days is possible).

Requirements

5+ years of experience in customer and technical support roles within a telecom, IoT, or network provider environment.
Completed or actively pursuing a degree in Telecommunications, Computer Science, or a related field.
Exposure to tracing or diagnostic tools like Sigos or OSIX is a strong advantage.
Experience using Zendesk or equivalent support/ticketing systems.
Strong working knowledge of Excel, with familiarity in formulas, pivot tables, or basic dashboards (Power BI is a plus).
Excellent English communication skills — written and spoken.
Ability to work in rotating shifts, including nights/weekends when required.
Strong analytical thinking, a collaborative mindset, and initiative to resolve problems independently.

About Webbing

Founded in early 2010, Webbing is a global data MVNO that delivers enterprise grade, global connectivity and IoT services across more than 200 countries and 600+ mobile carriers' networks. Webbing's secured network delivers network protection and web content intelligence.

Enterprise customers can manage, monitor, and optimize data usage in real-time with Webbing's powerful software platform. Gain visibility by application type and have the power to white list applications and limit non-business applications with the click of a button, saving money and improving compliance.

What we offer

An exciting and challenging workplace with great skill and knowledge development opportunities.
The opportunity to join a team of highly professional specialists in an international environment.
The opportunity for professional development within a reputable international innovative and growing company.
Salary level: 1600-2000 EUR gross + potential to earn additional for night shifts and public holidays.
Social benefits
200 EURO monthly Wolt food allowance
Medical insurance
Free mobile services with Tele2
Car parking spot
Team events

Technical Support Specialist

Webbing