Customer Technical Resolution Specialist
4 days ago
This is a challenging role that involves providing top-notch technical support to customers. As the primary point of contact, you will be responsible for resolving complex technical issues and ensuring customer satisfaction.
Key responsibilities include performing initial diagnosis of incidents, applying existing knowledge to find solutions, and collaborating with R&D teams for defect fixes. You will also work closely with the team to identify and resolve technical problems, participate in daily/weekly meetings, and contribute to the development of new skills and knowledge.
Requirements- Bachelor's degree in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with 13+ years of relevant experience in Customer Technical support.
- Proven track record of leading and resolving complex technical situations, including deployment support, software upgrades, audits, and network expansions.
- Excellent communication and interpersonal skills, with the ability to interact with customers for complex cases and provide workarounds to ensure SLAs are met.
- Experience with debugging using standard logs (EMIL, Syslog, MACTTI, Wireshark) and implementation, integration, acceptance tests, O&M, and/or care for Radio Products.
- Usage of various log collection & processing tools. Any 3rd party certification – ex. RedHat, AWS.
- Understanding in Case Handling, including Emergency Support activities. Involvement in Training delivery and knowledge content creation.
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