Customer Technical Support
Job Description:
· Responsible for providing Remote Technical Support for the Nokia Smart Plan Suite (SPS), DSC and Surepay product.
· This position requires high degree of technical skills to provide end to end technical CARE support for global customers on 24x7 basis.
· The candidate is required to have deep understanding, knowledge and debugging skills of telecom protocols: Diameter (Gx, Gy, Sy, Rx), SOAP.
· Working experience on providing technical support for Policy/ Charging node for all kind of issues.
· In addition, understanding of IN related telecom protocols: SS7/SIGTRAN, CAMEL call flows and Nokia IN product.
· Troubleshoot, diagnose, and suggest/perform corrective or preventive maintenance actions on issues reported by customers on live/production sites.
· Provide customer with timely updates and progress on the debugging of the issues. Maintain high level of customer satisfaction by providing services fully compliant with the SLA
· Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities. Ensure time tracking accuracy for cost charging purposes.
· Maintain service uptime & SLA as committed. Provide root cause analysis for the critical/outage issues.
· Handling outage restoration and restores the service efficiently and within the required timeframe as per SLA.
· Engage additional support level within a predefined time frame and collaborate with them, as needed in order to resolve the issues.
· Use the knowledge management tool by searching/creating/updating articles. Proactively share knowledge with others.
· Work well in a team environment, teach and learn from the teammates.
· Have a desire and ability to learn in a fast paced and innovative environment.
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Working knowledge of Aerospike
Skills required (mandatory):
· Person should have 3 to 5 years of experience.
· Good Technical Skills in telecom protocols: diameter (Gx, Gy, Sy, Rx), SOAP.
- Good working level knowledge and troubleshooting of RED HAT Linux or any other
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Bachelor's in Engineering/BCA/MCA with 4-8 Yrs of experience/ Diploma with 5-9 yrs exp in System Administration operation (Troubleshooting, Configuration, Lab testing etc.)
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Availability for travel & Flexible to work in global time zones if business demands
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Good logical and analytical understanding Team player with good interpersonal skills
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Demonstrate adaptability & learning ability in new technological area
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Willingness to learn, share knowledge and transfer competence.
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Process orientation. Good verbal and written communication
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Strong problem solving ability
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Good organizational skills
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Ability to perform multiple tasks concurrently with ease and professionalism
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Service and Customer oriented, ability to work under pressure
