Customer Support

About the Company

Monogoto was founded by a team of highly experienced telecommunications, cellular and security experts. Backed by a group of well-known and highly engaged investors and strategic partners, its growing, dynamic and diverse team operates globally from Silicon Valley, USA and Tel-Aviv, Israel.

Monogoto’s IoT cellular cloud network enables innovation and flexibility for services that drive a more connected world. Our rapidly expanding 5G IoT connectivity service provides seamless, accessible and cost-effective device connectivity that scales developers’ requirements. 

Today Monogoto connects millions of devices in over 160 countries and 500 networks across multiple verticals such as from point of sale, manufacturing, healthcare, fleet management, micromobility, retail and so much more.

Job Description:

• Receive and process customer orders for SIM cards through various channels (phone, email, online, etc.)
• Pack, and prepare SIM card orders for shipment
• Activate SIM cards using the company's activation platform or software
• Ensure all orders are fulfilled in a timely and efficient manner
• Maintain inventory levels of SIM cards and notify management of any stock discrepancies
• Package orders securely using appropriate materials to prevent damage during shipping
• Collaborate with shipping/logistics team to ensure smooth delivery of orders
• Provide excellent customer service and handle any order-related inquiries or issues
• Adhere to all company policies, procedures, and quality standards
• Guide customers through troubleshooting steps, including configuration checks, module diagnostics, and network testing.
• Assist customers in configuring and setting up IoT devices, cellular modules, and gateways for seamless integration with cellular networks.
• Assisting with other tasks provided by other team members
• Identify needs for training and schedule appropriately to conduct
• Working together with other team members in order to improve customer Service procedures

Required Qualifications:

• Technician degree 
• Fluent English, excellent customer-facing and communication skills (verbal and written)
• Ability to manage time efficiently and work with minimal supervision
• Basic skills with picture/video editing software
• Good Microsoft excel skills
• Ability to work efficiently and meet deadlines
• Good communication and problem-solving skills
• Experience with Zendesk - advantage
• Experience with Kibana - advantage
• Creating/using API or scripts - advantage
• Have experience using helpdesk software - advantage
• Have experience in IoT or telecommunications industries - advantage
• Have experience in creating user guides or tutorial videos - advantage

Preferred Skills:

• Basic understanding of cellular network technology and SIM card functionality

This role is crucial for ensuring customers receive their activated SIM cards promptly and accurately. The ideal candidate should have strong technical skills, attention to detail, and a customer-centric mindset.