Customer Support Analyst
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
First line Customer Support Analyst
Our client assists mobile operators worldwide in scaling their Voice A2P SMS RCS business messaging and application enablement services including cloud numbers. They are committed to developing the wholesale ecosystem and connecting the worlds largest operators and their partners profitably and effectively. They provide their customers with innovative automated wholesale solutions that simplify decision-making and operational tasks allowing them to strengthen existing business and discover new revenue opportunities.
A Day in the Life of (Customer Support Analyst):
As a Customer Support Analyst you will be an integral part of their Maintenance & Managed Services team providing technical support to users of our clients billing routing and trading software suite which serves wholesale telecom service providers across the globe.
Your primary responsibilities will revolve around supporting customers by responding to questionstroubleshooting issues and assisting with system processes ultimately ensuring that they have agreat experience operating the software.
Responsibilities include:
i. Take full ownership of support tickets end-to-end from triage and resolution path
definition through to closure ensuring compliance with agreed SLAs and business priorities.
ii. Perform technical troubleshooting of contrast application behaviour to client expectations
by means of database queries and code analysis to identify defects and underlying root
cause.
iii. Collaborate effectively across teams work with subject matter experts infrastructure
teams R&D (Development) QA(Testing) and Sales in an agile fast-paced environment to
drive timely solutions.
iv. Communicate clearly with customers ascertain customer expectations criticality of
requests ensure supporting documents are provided and completed provide professional
updates workarounds and well-documented resolutions for knowledge sharing.
v. Contribute to continuous improvement document knowledge base articles generate
defect reports maintain ticket hygiene and support 24x7 global operations reporting.
vi. Lead the Deployment of software releases to customer environments and collaborate with Client
and internal teams.
vii. Act as the primary customer liaison by leading customer facing meetings handling
escalations and building trusted long-term relationships.
What will make you eligible for this role
i. Bachelors degree in computer science or related fields.
ii. Proficiency in Spanish and English
Experience that will be an advantage:
i. 5 years of Customer Support Experience. (must)
ii. 2 years of experience supporting Windows and/or Linux environments. (must)
iii. Up to 2 years of experience and strong understanding of SQL Server including complex
queries stored procedures views functions. (must)
iv. 2 years of Telecom experience. (plus)
v. Up to 2 years of development experience. (plus)
vi. Experience with AWS is a plus. (plus)
What will make you the best fit for this role
i. Practical experience with SQL scripting or similar database technologies with the ability toapply them in real-world scenarios.
ii. Strong communication and presentation skills
iii. Exceptional organisational abilities with proven capacity to prioritise and manage multiplecompeting tasks effectively.
iv. Advanced problem-solving analytical and troubleshooting expertise to address complex technical and business challenges.
Limitation and Disclaimer:
The aforementioned job description is aimed to provide an overview of the overall type and level ofwork being performed for this role; it shouldnt be interpreted as a complete list of all obligations responsibilities and qualifications needed for the job.
In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position. Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.
Required Experience:
IC
About Company
The Complete Global Talent Acquisition Partner, MBR offers solutions from Executive Search through to highly cost effective Partnership Resourcing models.
