26/07 Talent MNR
Talent Acquisition at MNR Solutions Private Limited

Views:839 Applications:51 Rec. Actions:Recruiter Actions:3

Roaming Support Engineer - Telecom Domain (3-10 yrs)

Bangalore Job Code: 473278

Skill Sets :

Domain Expertise :

- Knowledge of ITU-T/ANSI SS7, GSM, IS-41, ETSI, 3GPP standards

- Technical know-how on SCCP, TCAP, MAP, ISUP, INAP, CAMEL, SIGTRAN protocol stacks

Technical Skills :

- UNIX (Solaris/Linux) and shell/Perl scripting

- Oracle 8i/9i

Functional Skills :

- Supporting software applications for customers

- Effective written and verbal communications skills

- Communications in English via telephone and email engagement skills a must.

- Handling all the communication related to the assigned customer accounts.

- Responsible for collecting all the data regarding the CSR

- Responsible for handling Level 1 and Level 2 analysis and trouble shooting.

- Responsible for handling product queries.

- Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.

- To interface with customer in all circumstances.

- Logging Trouble ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the current state of CSR.

- Maintain all the connectivity and account details from a support perspective to provide efficient support.

- Implement Remote access connectivity to ascertain remote access to customer site.

- To analyze and properly escalate the CSR in accordance with the RW support process.

- Regular follow-up with customer.

- Regular follow-up with engineering team on escalated CSR.CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs.

- Emergency CSR handling on a 24/7 service level.

Women-friendly workplace:

Maternity and Paternity Benefits

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