About This Role
We are looking for a Technical Support Analyst who will provide Level 2 Support to customers, resolving technical issues and error messages in a live production environment.
Requirements
- Provides Level 2 Support to customers
- Handles customer issues, including troubleshooting and providing feedback
- Aware of end-to-end billing, rating, and provisioning flow
- Good knowledge of network components integration and their respective functionalities
- Aware of CSG Activation (IAT-Interactivate) product knowledge
- Use provisioning and order management systems tools
- Supports customers per the details contained in the customer maintenance and support contracts
- Maintains high customer satisfaction through professionalism, timely response, and resolution of issues
- Follows up on support issues, including liaising with the customer and Level 4 (R&D) team
- Analyzes and debugs CSG product applications
- Ensures CSG Support Tool is updated with the latest ticket details
- Delivers product installations according to internal procedures
- Assists direct line manager with reporting on KPIs and team progress
- Escalates opportunities and/or issues according to established procedures
- Works on performance issues
- Works in different business times and on-call 24/7
- Ad-hoc occasional travel to customer sites
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
Originally posted on Himalayas