Technical Support Analyst Senior

Job Description

We’re excited to learn more about you and how your experience can strengthen our team to provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

We are looking for a Technical Support Analyst who will:

• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• You must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
• It will be good if having the Singleview product knowledge.
• Supports customers per the details contained in the customer maintenance and support contracts.
• Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
• Following up on support issues, which include liaising with both the customer as well as Level 3 and Level 4 (R&D) team.
• Analyze and debug CSG product applications issues.
• Escalates opportunities and/or issues according to established procedures.
• Performs Application Health Check.
• Works on performance issues.
• Works in different business times and on-call 24hs / 7 days Shift work, stand by support and working on weeknights/weekends/public holidays is required
• Ad-hoc occasional travel to customer sites.

Is this opportunity right for you? We are looking for candidates who have:

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
• 8+ years of work experience in software industry and application support experience.
• Telecommunication - Rating and Charging (PCEF and PCRF) – preferable
• Good knowledge of Telecommunication environment and customer services procedures.
• Experience working with CSG products (Encompass(Singleview)) and having good knowledge
• Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Linux, Shell, Perl, Python, SOAP, REST, Tuxedo, XML
• Subject matter expert in an area of operation support, billing system, provisioning, and other technical areas.
• Customer facing skills to perform on-site support for customers who have purchased the services.
• Experience in Incident/Problem/Change/Knowledge Management.
• Experience in Automation Frameworks would be a plus.
• Experience working with Kubernetes would be a plus.
• Experience working with monitoring tools as ELK, Grafana etc.