Roaming Support Engineer - Telecom Domain (3-10 Yrs) Bangalore (Others)

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 SLAs - Response time and Resolution time being the primary KPIs.
-Emergency CSR handling on a 24/7 service level.

Required Skills : English