The successful candidate will utilize his / her advanced knowledge of telecommunications and excellent customer service skills in this position to :
Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
Customer satisfaction : Met customer requirements with no valid complaint from internal or external customers and no human-caused accident.
Complied with cyber security management regulations.
Business Skills Requirements :
1. Communication Skill Can effectively communicate with junior-level customers or internal personnel. Be able to understand and analyze customer requirements and provide effective answer.
2. Problem troubleshooting - Have technical skills of Software product maintenance & support. Can independently undertake technical tasks of a product, such as network maintenance, fault analysis, technical query answering.
3. Problem Analysis Able to identify root cause of problems / issues reported by customer and able to create RCA.
4. Problem Solving skill Able to understand solutions and communicate them effectively to front line for implementation.
Professional Knowledge Requirement :
1. Packet Analysis for VoLTE (or VOIP) Protocols Wireless domain of LTE, 3G, 3G+PacketCore, / UMTS / LTE
2. LTE, UMTS and GSM / GPRS Call flows
3. Experience with SIP Protocol and IMS based services
4. Good knowledge on Network, Firewall, Switcher, Router, and Technology specific certification (i.e. CCNA+, Network+, etc.)
Other Requirements :
Availability of international travel .