Customer Support Rep

Florida  ‐ Onsite
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Keywords

Description

11 months, possible extension. travel 10-20%

Requirements:
BS/BA in Computer Science, Engineering, or equivalent work experience.
Minimum 5 - 7 years related experience.
Strong Telecommunication industry product and service expertise to include: Number Portability, Location Services, Networking (LAN/WAN, SS7, Frame Relay), Signaling Protocols (GSM and IS41), cellular switch interoperability, and hardware and software platforms (Tandem and Unix).
Strong Product and service implementation and user acceptance test exp.
Technical Leadership skills
Strong Customer Support skills.
Strong interpersonal, communication and team skills.
Strong analytical and problem resolution skills.
Strong control and follow-up skills.
Effective Business writing skills.
Technical writing experience.
Ability to speak Spanish preferred.

This position is responsible for providing technical assistance and solutions to Implementation, Sales, Product Management and customers while producing high quality technical deliverables that meet both internal and customer expectations. These deliverables are identified in the implementation plan developed and managed by the Implementation Manager or Implementation Administrator.

Duties and Responsibilities:
Provide assistance to the Implementation Engineer on developing customer-based solutions. Participates as a technical team member, working directly with technical implementation team members from Syniverse, customer and vendor companies. Maintain technical expertise by keeping abreast of technologies as they apply to Syniverse products and services. Develops the User Acceptance Test (UAT) deliverables of the implementation process, and participates in the Field Testing phase of the implementation. Provides technical and product expertise to client and the customer during the installation and testing of network, hardware, and software. Identifies, recommends and implements procedures to improve the efficiency and quality of current implementation process. Provides 24 x 7 international support to implementation projects when necessary. Provisions and maintains tables and files for the products and services described in the implementation plan. Proactively Identifies and Resolves technical problems during the implementation, and documents the results in the problem tracking system in accordance with documented guidelines. Provides technical and product expertise during business case development, and Pre-Contract Solution Design as well as during the actual implementation and testing phases. Identifies, documents and standardizes tools, scripts and utilities for internal support and implementation needs. Establish and maintain strong relationships with client Gateway Partners. Lead team to identify and comply with industry standards and leadership regarding industry efforts and those of other services as they evolve (Ex. AA70 for MMS). Leadership role to create, own and maintain industry-standard documentations to be used between Syniverse and our Gateway partners. Create and maintain processes between client and our GW Partners for enabling our direct customers with GW operators.

Start date
n.a
Duration
11months +
(extension possible)
From
Computer Professional Staffing
Published at
20.12.2012
Project ID:
464133
Contract type
Freelance
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