Technical Support Analyst

As a Technical Support Analyst, you will be an integral part of our Maintenance Managed Services team, providing technical support to users of TOMIA s billing, routing, and trading software suite, which serves wholesale telecom service providers across the globe.
Your primary responsibilities will revolve around supporting customers by responding to questions, troubleshooting issues, and assisting with system processes, ultimately ensuring that they have a great experience operating the software.

So, how are we going to keep you busy
Assist customers to resolve trouble tickets within agreed SLAs.
Troubleshoot and diagnose issues to determine root cause, workaround and final solution.
Educate customers by responding to questions, clarifying operating instructions and providing troubleshooting tips.
Communicate with users verbally and in writing to provide timely updates and progress of trouble tickets.
Contribute to existing knowledge base by updating and compiling articles.
Interact and collaborate with different internal stakeholders (such as RD, Product, and QA) when necessary.
Escalate tickets internally to the appropriate teams.
Take full ownership of trouble ticket from the point of assignment till closure.
Lead the communication from the fix identification, co-ordinating with RD for fix release and then co-ordinating with customer for fix application, testing and Production deployment.
Join daily/weekly meetings with internal teams and customer