Job Description

•  Troubleshooting system, network problems, diagnosing and solving hardware or software faults.
  
•  Analyze, follow-up and resolve any support enquiries from customers, partners and colleagues.
  
•  Collaborate with the team to identify, troubleshoot and find resolution for technical problems.
  
•  Continuously maintain, improve and share on technical knowledge and explore in new
  technologies together with the team.
  
•  To respond within SLA agreed time limits.
  
•  Able to prioritize and manage few open cases at a time.
  
•  Establish a good working relationship with customers and other professionals such as internal developer.
  
•  Maintain customer expectation and act as a PIC for customer escalation
  
•  Monthly review with customers for all opened tickets and provide improvement plans accordingly

Job Requirements

•  University degree in Computer Science, IT or equivalent.
  
•  At least of 1 year of development/support experience in telecommunication projects
  
•  At least of 1 year project management or service delivery related experience in contact center
  
•  Good exposure on Real-Time Communication technologies like WebRTC, SIP, H.323, RTP and
  others.
  
•  Good understanding & troubleshooting skills on Mobile Native application technologies on iOS & Android
  
•  Support experience in Computer Telephony Integration (CTI), Web Application Servers (Tomcat, JBoss, WebSphere) or any Agent Desktop Application.
  
•  Good to have an exposure to Contact Center & Telephony Concepts with any of the major
  Platforms like AVAYA, GENESYS, CISCO, ASPECT and others.
  
•  Experience in application support with knowledge on web server like IIS, Apache, windows services, event viewer
  
•  Prior experience in troubleshooting Web UI or browser issues with exposure to Javascript(JS), HTML will be added advantage.
  
•  Candidate must be independent, have proactive working attitude, passionate in technical skills and results-oriented, and a strong desire to succeed.
  
•  Strong communication skills – both written, oral and presentation in English.
  
•  Great interpersonal, self-motivated and customer-focused with outgoing personality and analytical mind.
  
•  Strong analytical and problem-solving skill.
  
•  Willing to travel.

Skills