Job Description
Our Client is the “Go-To” core solutions provider to the communications industry. Technical Support Representatives are the first line of support for all reported issues. We strive to resolve all reported issues as quickly as possible. If the resolution is beyond TSR’s scope of support, we work with our internal support teams and/or vendors to remedy the reported issues.
PRIMARY RESPONSIBILITIES
- Receive Trouble tickets via phone, email, and customer web portal;
- Quickly process Admin tickets on a first come first serve basis;
- Work to resolve Trouble tickets based on priority;
- Leverage your fellow TSR’s experience, ask them for help;
- Document your findings and opinion as to what the issue may be and why in the ticket;
- Keep an eye out for recurring issues;
- Properly link tickets;
- Work with second and third level support teams;
- Keep the teams informed of new findings and observations;
- Escalate tickets to vendors;
- Associate vendor tickets with Interop tickets;
- Regularly follow up on vendor tickets;
- Request customer confirmation of resolution;
- Know when to get Account Management involved;
- Be friendly and empathetic at all times to peers, vendors, and customers;
- Leverage available educational resources to proactively learn…;
- “The flow” of our products and services;
- How our products and services have been implemented;
- The computer languages and protocols used in our products and services;
DESIRED SKILLS, KNOWLEDGE & ABILITIES
- Curiosity about the inter-working technologies of the wireless communications industry;
- Quick learning abilities of software/web-based tools;
- Should feel comfortable trying to read PHP, Perl, Bash, Ruby, C/C++;
- Strong written and verbal communication, administrative skills, and prioritization abilities;
- Attention to detail for identifying “problems” amongst reported issues;
- Proficient ticket management, knowledge sharing, and collaboration to effectively remedy reported issues;
- Basic Linux commands (ls, less, cp, mv, rm, grep, ps) and Linux based cli text editor (vim);
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint);
- Google Chrome or Firefox keyword bookmarks and other productivity tools;
- Putty, mRemoteNG, or other SSH client is a plus;
- WireShark is a plus;
- Basic MySQL query structure is a plus (select, update, insert, describe, show);
EDUCATION & RELATED EXPERIENCE
- Third level Degree or relevant work experience;
- 4+ years experience in a technical support role;
- System administration experience is a plus;
- Wireless industry experience is a plus (SS7, WAP, SMPP);
