Experience: 2+ years in technical platforms support with bachelors degree (preferably in Computer science)
Proficient in diagnosis, responding to technical queries
Provide training to Associates / Agents and inputs to SOPs
Perform Quality testing on issues resolved by Associate/peer Lead associate
Guide the team for adopting best practices
Identify training needs and conduct periodic trainings
Knowledge of Networking protocols (TCP, UDP, DNS,HTTP) and working experience with IPv4/IPv6 is a Must.
Able to perform product/network metrics monitoring and L1 support FLA (First Level Analysis) for MOSE on-call during office hours (Monday-Friday) and weekends. It includes Acknowledging the alerts, performing FLA, classifying the alert and escalating to right team as needed with a high level of accuracy and within committed SLA. Work closely with global MOSE team and L1 contractors for day to day FLA on-call duties.
Onboard new partners to the respective Partner Portal system.
Handle non-technical / templated support request to / from our partners (Example: Carrier, ISP, support for an analytical tool)
Work closely with the vendor and internal teams for issues related to remote SIM card testing solutions.
Proactively reach out to partners to ensure updated IP lists are applied correctly on the systems
Review and apply setting change requested by partners: (Example: Partner profile settings, MCC-MNC, Mobile Operators IPs, ASN, Partner Portal user configuration).
Assist MOSE team on ad hoc request to support engineering projects, QA review, provide support for new product on boarding to MOSE team.
Provide suggestions to improve support processes, L1 triaging flow and other workflows in MOSE team;
Work with MOSE team to manage and maintain CMS content for powering FAQs and docs on the portal.
Ability to read and write technical manuals and documents.
Basic understanding of telecom concepts such as SMS, VPN, mobile data, roaming scenarios and GPRS call flows will be an added advantage
Experience with SIGOS/ HeadSpin or any other remote testing platform will be an added advantage