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.
The Customer Support Lead is focused on delivering great customer experiences to Netcracker clients. Based on a high level of technical knowledge in Netcracker products and customer specific business processes, this role provides the qualitative performance of support team in solving production problems, improving existing processes and creating new opportunities for sales of new features/products. Supports solution on post-production stage in parallel with active Agile/Scrum development. Organizes and standardizes of support process according to the ITIL methodology.
Designing, developing, and managing end-to-end support process, based on customer specifics and requirements from other support and business user groups involved in the process;
Leading and maintaining the customer support team;
Identifying, analyzing and troubleshooting technical issues and providing cost-effective solutions;
Managing internal and external communications on escalation phone calls, emergency conferences, support presentations, status calls, and troubleshooting calls;
Analyzing statistics and compile accurate reports;
Leading in production testing and other required testing activities;
Training the team in the products, solutions and customer communication skills, transferring knowledge and improving department and company processes;
Designing, developing, and implementing monitoring and support tools; and
Supporting clients 24 hours/day 7 days/week.
This position requires the ability to travel up to 15% of the time both domestically and internationally.
Bachelor’s degree in Computer Science, Telecommunications, or a related field, plus 3 years of experience in the field of customer support requiring solid technical skills.
SPECIAL REQUIREMENTS: Must have:
1 year of management experience;
Ability to assume a leadership role;
Strong troubleshooting and problem-solving skills;
Ability to learn quickly;
Strong Oracle SQL knowledge;
Knowledge of the following API based formats: REST, XML, SOAP, WSDL, JSON;
Experience working in an Agile/Scrum development process;
Experience in development of scripts or simple applications;
Excellent communication skills and interpersonal skills;
Consistently sound level of judgment and professional conduct;
Ability to multi-task, work under pressure, meet challenging deadlines;
Knowledge of software development/implementation methodology;
Knowledge of OSS/BSS solutions;
Experience in telecommunications areas; and
Availability to support client 24 hours/day, 7 days/week. (Please note NetCracker Technology Corporation is seeking the stated ability or experience in the above skills but no specific amount or years of experience in these skills is required unless otherwise specified. All skills may be gained concurrently).