Customer Support Specialist

1 day ago

Hyderabad, Telangana, India beBeeCustomerSupport Full time ₹ 80,00,000 - ₹ 1,50,00,000

Job Title: Customer Support Expert

About the Role:

We are seeking an experienced Customer Support Expert to join our team. The successful candidate will play a vital role in our 24/7 support operations, resolving complex issues with innovative solutions and collaborating closely with engineering and service delivery teams.

Main Responsibilities:
  • Troubleshoot Complex Issues: Understand customer needs and align with business objectives to address customer requirements
  • Incident Handling: Handle incidents within SLAs, including troubleshooting, diagnosing, and resolving platform issues
  • System Support: Follow system support guidelines, reproduce faults, and coordinate with relevant teams for resolution
  • Root Cause Analysis: Lead the development of post-event root cause analysis reports
  • Configuration Management: Implement configuration changes as per access rights and approvals
  • Technical Discussions: Engage in technical discussions to enhance network performance and suggest improvements
  • Team Collaboration: Collaborate with support team members, share best practices, and create knowledge base articles
  • Problem Prevention: Develop and use feedback to prevent future support issues
  • Innovative Solutions: Address complex problems with innovative solutions
  • Traffic Analysis: Analyze traffic, tune solutions for security, and present reports to customers or account managers
Preferred Experience and Knowledge:
  • Bachelor's degree in IT, Computers, or Electronics, Communications, Telecom
  • 3-6 years of experience in VAS, DATA system operations, maintenance, and mobile networks
  • Technical knowledge in messaging (SMSC, SMS, SMPP, RCS, MMS), SIP, Signalling (SS7, Diameter, GTP-C), 5G, and tools like Kafka, ElasticSearch, Kibana, SQL, REST API, Consul, Nginx, haproxy, Grafana, Prometheus
  • Skills in troubleshooting, communication, presentation, reporting, analysis, and interpersonal skills
About Us:

We are a world-leading specialist in advanced telecom and cybersecurity software. Our vision is to make the world's communications safer and more efficient. We connect, optimize, and protect communications between companies, people, devices, and things worldwide. We are present in over 80 markets and billions of people rely on our technology every day when they connect to mobile networks or use the Internet.

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