Computer Support Analyst(Job Code CSA-AE) (NetCracker Technology Corporation, Cincinnati, OH):
Identify, analyze and troubleshoot technical issues and provide cost-effective solutions
Review and assess customer issues and change requests and stream them according to customer priorities, contractual obligations and NetCracker business approaches;
Work with the customers, client support reps, business users, programmers and managers to research and resolve complex software, solutions or operations problems;
Handle high priority problems or special projects, and assume the responsibility of getting the problem resolved within the time frame established by the service level agreement (SLA);
Advocate customer interests and at the same time effectively negotiate NetCracker interests;
Answer technical questions about the product raised by the customers and guide them through it as required;
Prepare customer support-related documentation, including how-to documents and step-by-step instructions;
Develop new or enhanced methods and techniques to resolve problems, identifying alternatives and implications;
Technically support Change Management and Product Management procedures;
Provide reports and statistical analysis of customer accounts for upper management, for both corporate and external use;
Regularly contribute to the department's knowledge base and help spread the knowledge across the team; and May be required to visit a client site to participate in training or other client related activities.
In order to complete the above-mentioned task, experience with the following is required:
Knowledge of Computer Programming, Computer Operating Systems and Network Communications;
Understanding of software, operating systems and languages;
Experience creating process documents and User Cases;
IT networking and Telecommunications expertise, including ATM, DSL, IP/MPLS, DWDM/OADM, SONET/SDH/PDH, DMR, VPN, FR;
B/OSS domain, software development process, and UAT;
Preparation of technical and business specifications;
Project management methodology and tools for purposes of contributing to project plans, business proposals and status reports;
Performing technical sessions of end users training or assisting with training delivery;
Ability to interact professionally with customers at all organizational levels;
Gathering customer requirements and mapping them onto existing functionality.
Requires a Bachelor's degree or foreign equivalent in Computer Science or related technical discipline and at least two (2) years of experience as a Customer Support Engineer, Customer Support Analyst, UAT Support, or related occupation, or in the alternative no education and six (6) years of experience in the above-mentioned field.
Travel required throughout South America (Columbia, Ecuador), and Central America (Guatemala, El Salvador) (30-40%).