Posted on: November 4, 2020

Technician II, Help Desk

Sao Paulo, Brazil
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Netcracker Technology, a wholly owned subsidiary of NEC Corporation, is 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. 

 

Position Summary: Level 1 Attendance for LATAM Customer Support operations. Tier1 team is responsible for 5 main activities: 

  • Issue management;
  • Telephony;
  • Monitor Batch jobs;
  • Monitor Maintenance window;
  • Reports generation, including metrics.

Role and Responsibilities :

  • Corporate Client attendance using phone and email (tier1 mailbox);
  • Incident reception from client Help Desk, ensuring information integrity;
  • Troubleshooting of incident reported, recording it into the issue management tool and addressing it inside internal areas for resolution;
  • Incident translation from Portuguese to English and vice-versa;
  • Incident translation from Spanish to English and vice-versa;
  • Incident Management for Critical issues, from the moment it is recorded until its closure;
  • License Management for Geneva, Infinys, RBM and Mediation products based on client’s current version;
  • SLA control and management according to the agreement and hierarch escalation in case of potential risks.
  • Support phone calls, ensuring client support and participation of involved people on problem resolution for critical issues, clarifying questions and performing simultaneous translation when required;
  • Focal point between the client and other support levels, when needed;
  • Reports generation regarding incidents reported;
  • Monthly generation of Metrics/charts for incidents and clients.

Skills Required:

  • English (fluent in writing, reading and speaking), Native Portuguese and Advanced Spanish ;
  • Translation skills: Portuguese x English x Spanish and vice-versa;
  • Outstanding communication skills;
  • Computer knowledge, proficient MS-Office user (MS Excel, Word, Power Point and MS-Access);
  • Availability to work in shifts.

Additional Skills or Experience :

  • Information Technology or Telecommunications background;
  • Previous experience/knowledge in call center/Help Desk;
  • Some knowledge in SQL language and UNIX;
  • Telecommunications knowledge; ITIL.
  • Experience with Development and Debugging Tools

Education & Professional Certifications:

  • Bachelor’s Degree in Computer Science or related technical discipline and minimum 2 years of relevant experience

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