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Netcracker is a key player in the OSS/BSS, Digitalization, Virtualization, and Managed Services market for telecom providers across the globe. Over the years being one of the top 5 vendors in this area, Netcracker has gathered a vast amount of best practices to offer any company in telecom industry a way to grow bigger and operate better.
14 вересня 2018

Technical Support Manager (Customer Support) (вакансія неактивна)

Київ

Необхідні навички

Requirements:

Education:
• Higher Technical education

Experience:
• 2+ years progressive experience in the customer support field, requiring solid technical skills

Skills:
• Spoken and written English
• Excellent communication skills and interpersonal skills
• Ability to assume a leadership role; owning the job
• Strong troubleshooting and problem-solving skills; quick learner
• Consistently sound level of judgment and professional conduct
• Ability to multi-task, work under pressure, meet challenging deadlines
• Knowledge of SW development/implementation methodology
• Willingness and ability to travel

Буде плюсом

Optional:
• Knowledge in OSS/BSS solutions
• Ability to read Java code and query Oracle DB
• Enterprise software, telecommunications or call center background
• 2 years of work experience with Oracle WebLogic Application Server and Oracle DBMS

Пропонуємо

We offer:
• Opportunities for career development
• Opportunities to make business trips
• Professional growth in the international business environment
• Medical insurance for employees
• Friendly atmosphere, sports activities and corporate events
• Salary will be discussed individually with the successful candidate

Обов’язки

Responsibilities:
• Design, develop and manage end-to-end support process, based on customer specifics and requirements from other support and business user groups involved in the process
• Work on critical and high severity incidents and problems: identify root causes and provide appropriate solutions to critical customer issues with sufficient technical expertise; provide timely status updates and reports
• Upsell CR/Support services
• Manage and deliver change requests
• Plan account budget and resources; keep project within the allocated budget; find resources to execute on time and on budget without compromising quality
• Manage internal and external communications, carry out regular meetings, phone calls, conferences, presentations
• Participate in support and maintenance sales cycle (meetings with customer management and support representatives, development of presentations, work on requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.)
• Work with senior and top management on support and maintenance related questions

Roles:
• Be the single point of contact and first escalation point for customer IT and business teams
• Build good relationship with customer
• Make sure all customer requests are promptly handled and resolved for continuous, courteous and professional support coverage
• Be the Customer Advocate across all departments within Netcracker

Про проєкт

Netcracker Technology Corp., a large software development company and one of the world’s most respected TOMS Solutions (Telecommunications Operations and Management Solutions) companies.