Customer Support

2 weeks ago

Noida, India 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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