Customer Support

1 week ago

Noida Uttar Pradesh India, Ghaziabad Aeris Full time

As a Technical support engineer, you will provide technical support to customers world-wide. Will demonstrate excellent interpersonal skills while troubleshooting technical issues, provide timely customer feedback, and support roll-out of new applications, among other duties.


What You’ll Be Responsible For:


  • Troubleshooting technical issues directly with customers with various technical skill levels Diagnosing and repairing faults
  • Engaging with customers directly to quickly get to the root of their problem Taking a customer through a series of actions to resolve a problem
  • Provide support in the form of procedural documentation Managing multiple cases at one time
  • Showing a passion for continued learning, staying abreast of new technology and techniques
  • Manage your own workload by accurately gauging timelines and meeting deadlines
  • Work across teams and communicate with leadership, product owners, and other technologists


What You Bring:

  • Degree in Computer Science or Information Technology or Telecommunications and 10+ years of IT helpdesk, technical engineering support and customer service experience within a high traffic environment
  • Experience in Core network/Paco operation will be preferred.
  • Certification in Microsoft, Linux, Network Plus or Cisco is advantageous
  • Experience with network monitoring software, IP network and applications to read logs (Wireshark) Experience with running trace logs for telecom troubleshooting
  • Experience with Salesforce, Zendesk or ticket tracking best practice Knowledge of GSM Network / WCDMA network / 3G/LTE network/ service applications characteristics and capabilities is preferable but not mandatory.
  • Good written and verbal communication in English Good verbal communication and average written communication skills in Mandarin language is must.
  • Consistent attention to detail High level of commitment Team Player
  • Customer focus approach and sense of urgency

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