TSA Lead

Full-time - Mid Level

Hybrid - Bangalore, IN

Administrative and Support Services

About the position

We are looking for a Technical Support Analyst, Lead who will provide Level 2 Support to customers, resolving technical issues and error messages encountered by customers in a live production environment. The role involves appropriately handling all customer issues, including troubleshooting and providing feedback to the customer. Responsibilities include customer ticket management, customer escalations, and customer reporting, as well as ensuring the CSG Support Tool is updated with the latest ticket details at all times. The analyst will support customers according to the details contained in the customer maintenance and support contracts, maintaining a high level of customer satisfaction through professionalism, timely response, and resolution of issues. The position also requires following up on support issues, liaising with both the customer and the Level 4 (R&D) team, performing peer reviews on analysis and communication, and documenting solutions for the knowledge base. The analyst may also perform operational duties on software installation and delivery during maintenance windows, implement unit and system support on applications, ensure compliance with SLAs and OLAs, assist the direct line manager with reporting on KPIs and team progress, deliver product installations according to internal procedures, perform technical troubleshooting, consult with development teams to resolve issues, and mentor and train new team members. Excellent analytical and troubleshooting skills are essential.

Responsibilities

• Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
• Handles all customer issues including troubleshooting and providing feedback to the customer.
• Responsible for customer ticket management, customer escalations, and customer reporting.
• Ensures CSG Support Tool is updated with the latest ticket details at all times.
• Supports customers per the details contained in the customer maintenance and support contracts.
• Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues.
• Follows up on support issues, liaising with both the customer and Level 4 (R&D) team.
• Performs peer review on analysis and communication.
• Documents solutions for knowledge-base and brings new ideas for innovation and automation excellence into the Support team.
• May perform operational duties on Software installation and delivery during maintenance windows.
• Successfully implements Unit and System support on applications.
• Ensures compliance with SLAs and OLAs.
• Assists direct line manager with reporting on KPIs and team progress.
• Delivers product installations according to internal procedures.
• Performs technical troubleshooting and consults with development teams to resolve issues.
• Mentors and trains new team members.

Requirements

• 5-7 years of work experience in software industry or related fields.
• Degree or Diploma in Information Technology; Computer Science, Engineering.
• ITIL accreditation will be an advantage.
• Customer facing skills to perform on-site support for customers who have purchased the services.
• Subject matter expert in an area of operation support, Singleview billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS.
• Unix skills, Create & modify shell scripts, Basic system administration, Monitor performance using standard utilities.
• Knowledge of Oracle SQL command is necessary PL/SLQ.
• Technical Requirements (specifically for TSM position): C/C++, Python, Perl.
• Technical Requirements (specifically for SV position): Basic knowledge of Telecommunication environment and customer services procedures.

Benefits

• Work from Home, in-office, or hybrid.
• Paid Vacation, Volunteer, Compassionate, and Holiday Time Off.
• Insurance coverage for the family including in-laws, group personal accident and term life insurance policy.
• Employee Insurance Top-Up.
• Tele consultation.
• Emotional and Mental Well-being Support.
• Parental Leave.
• Education and Internet reimbursement.