Case Handling Specialist

Job Description

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 details. You have: B.E / B.Tech Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with13+ 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 ensure 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 domain. It would be nice if you also had Usage of various log collection & processing tools. Any 3rd party certification ex. RedHat, AWS. Understanding in Case Handling, including Emergency Support activities.Involvement in Training delivery and knowledge content creation. You will contribute as 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 diagnosis of incidents 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 per roaster and resolve critical incidents. Participate in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.