Connecting People with People
About the Company
A listed global leader renowned for delivering innovative solutions that help some of the world’s most recognized brands address critical business challenges. Known as a trusted partner to global organizations, the company provides future-focused solutions designed to enhance customer experiences and enable businesses to stay ahead in the digital era. Driven by a passion for innovation and customer success, the company fosters a culture of inclusion, collaboration, and opportunity. The successful candidate will join a diverse, high-performing global team, with the option to work in a hybrid or traditional office environment.
About the Role
The successful candidate will be responsible for managing customer support tickets, escalations, and reporting activities, ensuring operational tasks are completed on time and in line with contractual obligations. This role requires close collaboration with internal development teams to resolve support issues, delivery of product fixes following established procedures, and maintaining compliance with service-level agreements (SLAs) and operational-level agreements (OLAs). The role involves participation in shift rotations and 24/7 on-call support.
Key Responsibilities
- Manage customer tickets, escalations, and reporting activities efficiently
- Maintain accurate, up-to-date records within the ITSM tool for all ticket details
- Ensure timely completion of operational and contractual tasks
- Collaborate with internal development teams to resolve support issues
- Maintain a comprehensive understanding of the customer’s deployed solutions
- Deliver product fixes according to internal standards and procedures
- Monitor compliance with SLAs and OLAs
- Participate in shift rotations and provide 24/7 on-call support as required
Required Skills
- Relevant tertiary qualification preferred (e.g., Computer Science, IT)
- Strong understanding of telecom networks, billing and charging systems, including interconnect and roaming concepts
- Experience documenting support strategies, plans, and case handling processes
- Familiarity with telecom OSS/BSS environments
- Ability to work independently and collaboratively within a team
- Excellent communication skills, capable of effective interaction at all organizational levels
- Proficiency in at least one scripting language (e.g., PowerShell, Python, Perl)
- Experience with relational and/or non-relational databases (e.g., SQL, NoSQL, Oracle)
- Working knowledge of Unix environments and supporting production systems and applications