We are looking for a person who is excited to dive deep into the world of telecom service management and to become a telecom subject matter expert and help drive our efforts in this area.
- 2-3 years of experience in Product Level 3 support.
- Have excellent verbal and written English communication skills(C1 +)
- Service and customer-oriented mindset
- Demonstrated ability to troubleshoot technical issues.
- Working knowledge of the components in a web application stack.
- Understanding of SQL and database concepts
- Ability to articulate technical subject matter in a clear and easy to understand manner.
- Knowledge of basic ITIL concepts
- Jira experience
- Creative problem solver
Will be a plus:
- Experience in SaaS Level 3 Product support
- ServiceNow Administrator/Developer certification(or at least experience in ServiceNow)
Responsibilities and Duties:
- Provide timely technical support to our customers as 3rd level of support.
- Work with ServiceNow as a platform and the ServiceDesk tool.
- Work with Incidents escalated from 1st Level.
- Deep investigation of customer issues and root cause analysis.
- Collaborate with the development and operations team on bug fixing.