Case Handling Specialist

As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a 24x7 support environment. You will work to solve the complex troubleshooting tickets on the latest technology 4G/5G and Radio products. You will be the primary technical point of contact for customer support requests. Also, you will coordinate as the primary interface towards R&D for escalation of customer problems and their follow-up till resolution. This requires good analytical and debugging skills with a proven ability to perform in a fast-paced environment and under time constraints while keeping attention to detail.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• You will be the primary point of contact for customers experiencing technical difficulties.
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level, and manages and builds customer relationships on a day-to-day basis.
• Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Perform initial incident diagnosis and apply existing knowledge to find solutions.
• Collect logs using UTF, perform log analysis using available post-processing tools, and use advanced analytical skills to solve complex problems
• Collaborate within the team as well as act as a coach towards the less experienced personnel, and may lead technical projects with manageable risks. Participate in Emergency duty 24x7 as perthe roster and resolve critical incidents.
• Participate in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.

Qualifications

You have:

• B.E. / B.Tech. Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with 13+ years of relevant experience in Customer Technical support.
• Resolves complex technical situations, including deployment support, software upgrades, audits, and network expansions.
• Interact with customers for complex cases, providing workarounds and ensuring SLAs are met.
• Experience in process requirements and ensuring quick recovery for critical outages & tickets.
• Experience in debugging issues using the standard logs (EMIL, Syslog, MACTTI, Wireshark).
• Experience in Implementation, Integration, Acceptance Tests, O&M, and/or Care for Radio Products.
• Experience in 3GPP standards/ORAN/Cloud RAN/vRAN. Experience in troubleshooting and testing in L1/L2/L3/RF/IODT domains.

It would be nice if you also had:

• Usage of various log collection & processing tools. Any 3rd party certification ex. Red Hat, AWS.
• Understanding of Case Handling, including Emergency Support activities.Involvement in Training delivery and knowledge content creation.