Customer Support Analyst

Edinburgh, Great Britain (United Kingdom)

Join Netcracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Working within the Customer Services organisation, within the Edinburgh team, the role will be to provide a high level of technical support to Rating and Billing clients. Assist customers and Client Support Representatives with problems ranging from a simple application question to major data base errors.

Principal Duties and Responsibilities:

• This position is a general level technical support position for the Customer Services Department and reports to the Manager, Client Support or the Sr. Manager, Client Support.
• Working with the customers, client support reps, programmers and managers, this position is responsible for researching and resolving complex billing, operations or communication problems within a specific timeframe.
• Must eventually be able to work on complex customer problems. Any high priority problems or special projects will be assigned to the Client Support Analyst and they must assume the responsibility of getting the problem resolved.
• Must be able to adjust priorities and manage workload according to changing Customer business requirements

• Support the managers and other analyst in researching and resolving complex software problems.
• Will be required to visit client sites, throughout EMEA, to provide support activities under the contract and may participate in training or other client related activities.
• Available to support client 24 hours/day 7 days/week, within a shift structure..

Education & Professional Certifications:
• Bachelor’s Degree in related technical discipline, or
• 2 years relevant experience without college degree, in a support related role.

Candidate Profile:

• Proficiency in Oracle and Unix (various versions)
• Knowledge of Programming,, computer operating systems, Network Communications and Software Packages.
• Must have proficiency with various software applications programs including, Microsoft Office and related software packages.
• Excellent knowledge of computer hardware and communications in a mid-range IT environment.
• Previous experience in working within Software Support is an advantage.
• Excellent communications skills, both written and verbal.
• SQL & PL/SQL Knowledge required

Product training will be given to the successful applicant.

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