Posted on: November 4, 2020

Analyst, Client Support II

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 telecoms 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:

The professional we are looking for will act as a Support Analyst Level 2 and will be allocated in São Paulo office, working afternoon shift from 1:00 PM BRT to 10 PM BRT, and responding directly to the Support Manager. Responsible for the second level of support of the rating and billing solution (NRM) for clients in US, EMEA and Middle East

Major Duties & Responsibilities:

Troubleshooting and solving incidents reported by the client, involving: opening and follow-up of tickets to the third level, and to the client, Reproduce problems, Test the solutions delivered by other levels, Support the customer's IT staff during billing cycles, develop/homologate scripts for data corrections, Documentation, Training of team members, Sharing of information and results, etc.

Experience & Requirements:

Technical / Functional Competencies:

- Experience in the UNIX environment;

- Knowledge of Databases and Relationship between tables;

- Strong hands on experience of PL/SQL language and Oracle database;

- Experience working with application support process;

- Telecom Billing experience;

- Fluent English (written and conversation).

Skills / Attitudes:

. Investigative spirit and effective communication;

. Dynamism, proactivity and work under pressure;

. Ability to learn through reading documents and manuals;

. Perception and analysis to guide and solve problems;

. Ability to conduct more than one activity simultaneously;

. Self-taught and self-managed;

Desirable:

. Experience with Development and Debugging Tools

Education :

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

 

 

 

 

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