Description
Customer Support Engineer - Contract - Accra, Ghana
We are urgently looking for experienced Customer Support Engineer with a proactive approach, right competence to troubleshoot and solve technically complex and network issues and excellent customer service skills.
Responsibilities:
- Project support during implementation.
- Emergency Handling
- End of Support product CSR handling
- Handle Hot and critical issues.
- Perform RCA of Emergencies that occur in RSSA customers.
- Network Audits.
- Reduce Long Duration Emergencies.
- Work as a good team member in a group of highly competent and skilled engineers.
- Team player.
- Proactive approach.
- Assumes work responsibility by being flexible.
- Able to manage high work load periods.
- Able to write technical procedures.
- Suggest improvements in ways of working and ways of cooperation.
Requirements:
- Hands on experience with various products in the Revenue Management Domain. (CCN, SDP, OCC)
- 5-6 years experience, with in-depth troubleshooting skills on one or more charging system platforms.
- 5-6 years of experience in a customer support environment.
- Ability to independently deal with complicated technical issues and problems.
- Advanced troubleshooting skills on the TSP platform and firm grasp on various charging protocols
- Advanced database knowledge of Sybase, Oracle, and MySQL.
- Ability to perform revenue assurance audit of the charging network.
- Excellent knowledge and experience on DWS and/or CRS nodes.
- Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson SDP, CCN, AIR, MINSAT, SCP and IVR nodes and highly developed HW and SW troubleshooting skills on these nodes.
- Knowledge on various technologies supported by Ericsson. (eg UMTS, GPRS, EDGE, WCDMA, GSM etc).
- An SME who is able to interact with the CNS organization to understand and clarify customer issues and work with PLM organization for advanced troubleshooting and trouble reports.
- Experience on Customer Support Tools like SMS, KCS, MHWeb.