Customer Support Analyst

First line Customer Support Analyst 
 
Our client assists mobile operators worldwide in scaling their Voice, A2P SMS, RCS business messaging, and application enablement services, including cloud numbers. They are committed to developing the wholesale ecosystem and connecting the world's largest operators and their partners profitably and effectively. They provide their customers with innovative, automated wholesale solutions that simplify decision-making and operational tasks, allowing them to strengthen existing business and discover new revenue opportunities.

A Day in the Life of (Customer Support Analyst):
As a Customer Support Analyst, you will be an integral part of their Maintenance & Managed Services team, providing technical support to users of our client's billing, routing, and trading software suite, which serves wholesale telecom service providers across the globe. 

Your primary responsibilities will revolve around supporting customers by responding to questions, troubleshooting issues, and assisting with system processes, ultimately ensuring that they have a great experience operating the software.

Responsibilities include:
i. Take full ownership of support tickets end-to-end — from triage and resolution path 
definition through to closure, ensuring compliance with agreed SLAs and business priorities.
ii. Perform technical troubleshooting of contrast application behaviour to client expectations 
by means of database queries and code analysis to identify defects and underlying root 
cause.
iii. Collaborate effectively across teams — work with subject matter experts, infrastructure 
teams, R&D (Development), QA(Testing), and Sales in an agile, fast-paced environment to 
drive timely solutions.
iv. Communicate clearly with customers — ascertain customer expectations, criticality of 
requests, ensure supporting documents are provided and completed, provide professional 
updates, workarounds, and well-documented resolutions for knowledge sharing.
v. Contribute to continuous improvement — document knowledge base articles, generate
defect reports, maintain ticket hygiene, and support 24x7 global operations reporting.
vi. Lead the Deployment of software releases to customer environments and collaborate with Client
and internal teams. 
vii. Act as the primary customer liaison by leading customer facing meetings, handling 
escalations, and building trusted long-term relationships.

What will make you eligible for this role?
i. Bachelor's degree in computer science or related fields.
ii. Proficiency in Spanish and English 

Experience, that will be an advantage:
i. 5+ years of Customer Support Experience. (must)
ii. 2+ years of experience supporting Windows and/or Linux environments. (must)
iii. Up to 2 years of experience and strong understanding of SQL Server including complex 
queries, stored procedures, views, functions. (must)
iv. 2+ years of Telecom experience. (plus)
v. Up to 2 years of development experience. (plus)
vi. Experience with AWS is a plus. (plus)

What will make you the best fit for this role?
i. Practical experience with SQL, scripting, or similar database technologies, with the ability to apply them in real-world scenarios.
ii. Strong communication and presentation skills
iii. Exceptional organisational abilities, with proven capacity to prioritise and manage multiple competing tasks effectively.
iv. Advanced problem-solving, analytical, and troubleshooting expertise to address complex technical and business challenges.

Limitation and Disclaimer:
The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job.

In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position. Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.

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