SE for ENUM Ops / Messaging
Syniverse
Costa Rica
hace 3 días

General Summary :

A career level contributor responsible for providing technical solutions to exceptionally difficult problems. As the Second level of support, this position will address day-

to-day customer issues, application issues, problems and concerns that are of a more detailed nature requiring analysis and research.

Principal Duties and Responsibilities :

Sr. Specialist II Customer Service

Technical & Operational Activities

  • Identify, analyze and resolve the assigned tickets
  • Innovative problem solving & lateral thinking
  • Root cause the problems and find appropriate solutions
  • Interaction with customer independently
  • Ability to understand the customer requirement through the available documents
  • Meet the SLA guidelines : Timely Follow-up. Escalate, and resolve the tickets
  • Participation in the ticket review and ensure the appropriate solution is provided
  • Provide Technical support and demonstrate the Expertize in the specific work area
  • Ability to prioritize the Tasks based on the business needs
  • Reports & Processes

  • Status report on the activities performed as per the management requirement
  • Ability to analyze the metrics and identify the possible reasons for any achievements or deviations
  • Ability to suggest advanced reporting to depict the performance of the project
  • Ability to prepare presentation to Manager and Senior Manager
  • Attending project team meetings, generating input / deliverables for DBA activities
  • Maintain team meeting outputs, plan follow up on action points
  • Leadership

  • Work estimation based on the past project data and metrics
  • Stakeholder management & relationship building
  • Thorough understanding on the life cycle of the ticket
  • Work assignment and monitoring the progress
  • Process Improvement suggestions & improve quality of deliverables
  • Participation in Technical & Management Reviews
  • Effective resource utilization, optimization
  • Participation in Customer communication reviews
  • Provide Couching and Periodic feedback to the reports
  • Ability to prepare the project plan, monitor and deliver on time.
  • Thorough understanding of Risk Management Plan
  • Build SME through cross-functional training
  • Interaction with multiple locations
  • Identify trainings, Knowledge Transfer and track the training for completeness
  • Action plan and execution for the feedback received from customer
  • Tools / Techniques

  • Ability to identify new tools and techniques to improve the productivity and quality
  • Thorough understanding about Requirement Management tools, Ticket tracking tools, Change Management tools etc.
  • Associate Lead Engineer Customer Ops will have the following added responsibilities :
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • Participate in the new initiatives for providing technical solutions
  • Ability to suggest advanced reporting to depict the performance of the project (e.g. SLA adherence, Quality adherence)
  • Effective resource utilization, optimization
  • Control Customer Service Ticket requests by monitoring ticket flow, working for timely resolution of requests and following established escalation procedures as required.
  • Execute the annual Disaster Recovery test.
  • In-depth knowledge of reports / reporting tools and be a subject matter expertise.
  • Continuous process improvements & implementation.
  • Provide best-in-class customer service and resolution to customer queries
  • Ability to manage multiple issues of differing stages of investigation and priority
  • Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services
  • Gather input into production RCA on issues
  • Respond to monitoring alerts & alarms under predefined procedures polices
  • Conduct Level-1 Production on-call support activities
  • Participation in the ticket review and ensure the appropriate solution is provided
  • End to End System knowledge and act as Customer Service SME for the team
  • Participate in the new initiatives for providing technical solutions
  • Functional Disciplines : IOT & Rerating

    IOT & Rerating

    Detailed knowledge of IOT check and rerating services and processes in order to perform quality 1st Level analysis of customer Incident tickets related to IOT check.

    TADIG

    Understanding of Call records for all the service types (Voice, GPRS, CAMEL prepaid & postpaid, 3G, 4G).Understanding of IOT, AA.

    14.Hands on experience in TAP editor, TADIG standards. Hands on experience on any industry standard TAP testing tools. Knowledge on billing & mediation.

    Knowledge on GSMA standards, specifically roaming

    CHS :

    Detailed knowledge of CHS required for checking file status and reports to provide quality Level 1 support to customer SR and Incident ticket requests.

    TAP / RAP :

    Good ability to analyse RAP / Tap files received from other Data Clearing Houses (DCH) to understand requests received customers and interact with Level-

    2 production teams to provide quality solutions and response to customers.

    AA14 / R21 :

    Understand changes in AA14 and IR21.Handling DCH or FCH Changes b / w any DCH

    BCC :

    The primary responsibility is to monitor all operational issues / incidents through different monitoring tools, dashboards etc.

    and ensure all issues / incidents are restored within the agreed SLA by responding internal / external calls, mails, raising tickets, troubleshooting, follow up and escalations.

    Furthermore closely work with internal operation teams, product and Development to to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.

    Job Requirements : Sr. Specialist II Customer Service

  • Minimum 4-5 years relevant professional experience in the areas of application support,Semi- technical customer support, problem management,
  • Bachelor degree - preferably in commerce or computer science, electronics or telecommunication - or equivalent work experience
  • Knowledge on one or more operating systems.
  • Knowledge on one or more Service Ticketing Systems
  • Prior experience in Technical Service industry will be an added advantage
  • Responsible for dealing with International / Domestic Clients
  • Prior experience in Telecom Operations will be an added advantage
  • 24 / 7 / 365 Customer support and willing to work in shifts, if required
  • Knowledge Requirements

  • Working knowledge on UNIX,WINDOWS, and SQL
  • Experience in producing operational and procedural documentation to a high standard
  • Skilled with standard SQL
  • Knowledge on ticketing tools i.e. Remedy etc.
  • At least 3 years of good experience in Unix environment and SQL commands
  • Strong on experience in file operations
  • Hands on experience and knowledge on system processes
  • Ability to communicate status updates to project team and management
  • Ability to work independently as well as Team
  • Good communication skills
  • Required Interpersonal Skills
  • Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
  • Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
  • Strong troubleshooting and error analysis skills
  • Job Requirements : Associate Lead Customer Service

  • 5-6 years of relevant professional experience in the areas of application support, technical customer support, problem management.
  • Bachelor degree - preferably in commerce or computer science, electronics or telecommunication - or equivalent work experience
  • Knowledge on one or more operating systems.
  • Prior experience in Technical Service industry will be an added advantage
  • The ability to build strategic relationships within the organization and with all levels.
  • Act as mentor to new joiners and handhold them till they attain the skills, process and system knowledge to independently handle customer requests
  • Prior experience in Telecom Operations will be an added advantage
  • Be SME for the team and advise analysts on handling of complex customer queries and requests
  • 24 / 7 / 365 helpdesk support ,system monitoring, application support and willing to work in shift, if required
  • Knowledge Requirements

  • Good working knowledge on SQL
  • Knowledge on ticketing tools i.e. Remedy etc.
  • Capable of working in a team environment
  • Capable of acting as Lead in the absence of Team Lead
  • Understanding of process management concepts
  • Strong experience in file operations
  • Good experience on system processes
  • Ability to communicate status updates to project team and management
  • Ability to work independently as well as Team
  • Good communication skills
  • Required Interpersonal Skills
  • Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients
  • Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
  • Strong troubleshooting and error analysis skills
  • Disclaimer Statement :

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

    It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.

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