MAJOR RESPONSBILITIES –

• To provide reactive and proactive 24 x 7, Level 1 and Level 2 Regional Support to the Customer and client in support of the deployed products and solutions as per the agreed SLA with the customer.
• Handling all the communication related to the assigned customer accounts.
• Responsible for collecting all the data regarding the CSR.
• Responsible for handling Level 1 and Level 2 analysis and trouble shooting.
• Responsible for handling product queries.
• Responsible for maintaining and making available up-to-date contact information, supported product lists, technical   information regarding products, troubleshooting information, all known fault handling information and other   information of general use.
• Logging Trouble ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the   current state of CSR.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Implement Remote access connectivity to ascertain remote access to customer site.
• To analyze and properly escalate the CSR in accordance with the RW support process.
• Regular follow-up with customer.
• Regular follow-up with engineering team on escalated CSR. CSR handling to be done in accordance with the agreed SLA’s – Response time and Resolution time being the primary KPIs.
• Emergency CSR handling on a 24/7 service level.
• Installing patches and Emergency corrections.
• Performing regular health-checks.
• Analyze and resolve CSRs.
• Develop workarounds to limit customer downtime while a permanent solution can be developed.
• Replicate/diagnose CSRs such that engineering can quickly provide a corrective solution.
• Escalate to second line support at India Development Center.
• Ensure appropriate inclusion of Engineering function within investigation.
• Be prime interface to the customer and hold review meetings with the customer on a timely basis. ·
• Participate in the   development, review and implementation of product upgrade/patch and installation processes.
• Provide technical training for rest of Operations staff and Customers (where required) on products.

MAJOR RESPONSIBILITIES –

• Supporting software applications for customers
• Expertise in GSM and SS7 skills
• Indepth knowledge of networking
• Oracle expertise
• Effective written and verbal communications skills particularly communication in English via telephone and email engagement skills a must.