JOB ROLE Support Specialist
LOCATION Singapore / Jakarta
SKILLS Digital Customer Interaction, Software Components, Real-Time Communication Technology & Application Support of Mission Critical Systems
WORK EXPERIENCE Up to 5 years

 

Roles & Responsibilities:

  • Single Point of Contact (SPOC) & 1st Level of contact for all support related issues with Tetherfi Solution for customer/client under maintenance contracts.
  • Responsible for ownership of any identified defects/ issues reported by clients and on-time responsiveness within stated SLA for the account.
  • Take ownership & accountability for all escalations or jeopardy issues through successful resolution.
  • Provide Technical know-how in isolating and recommending corrective action or work-around to resolve an escalated problem within identified SLA.
  • Collect all issue descriptionss, details, screen-shots, time of occurrence, impact, the first level of log collection, log checking from customer site for any defects or issues & first level of analysis before escalating to next level.
  • Responsible for liaising with Solution or Subject Matter Experts or TIER3 or Product Team to get support, when the issue is not getting resolved within stipulated SLA.
  • Ability to understand, analyze issues/defects/ tickets assigned, identify the priority (Prioritize) the issue, probe the issue, and give possible resolution within SLA.
  • Candidates will be trained in Tetherfi’s products to give an end to end resolutions on usual technical issues raised.
  • Candidates will be expected to learn Tetherfi products by going through documents & training to help in prioritizing, documenting and actively resolving issues that arise out of our products in any mission-critical production environment.
  • Job profile involves travel to Customer Sites across the globe on need basis to perform any support related activities on Tetherfi Products.
  • Must perform technical troubleshooting on our products implemented at the customer site by taking a remote session (or) by coordinating with onsite engineer or by going onsite on need basis.
  • Provide Weekly issue list reporting of all open/Active support issues
  • Works directly with Customers, Account Owners, SME’s/TIER3 to resolve any outstanding issues.
  • Works to determine the nature/resolution of the problem using:
    Technical Document/FAQ/SOM
    Peer consultation
    Technical Managers
    SMEs
    Internal on-site labs
  • Case management and tracking of all service escalations
  • Provide Root Cause Analysis (RCA) of any issues highlighted depending on the criticality of the issues & the contract requirement
  • Provision of Software maintenance patches to resolve problems
  • Provide Operation, Administration and Maintenance information
  • Proactively keep track of the product version inventory, lifecycle and notify ‘End Of Support’ notice to customers
  • May have to extend regular work timings and work on various time zones while working on Support tasks assigned.

 

Expected Technical & Functional Skills:

  • Good exposure on Real-Time Communication technologies like WebRTC, SIP, H.323, RTP, etc.
  • Good understanding & troubleshooting skills on Mobile Native application technologies on iOS & Android.
  • Expected to have experience in supporting Computer Telephony Integration (CTI), Web Application Servers (Tomcat, JBoss, WebSphere) or any Agent Desktop Application.
  • Must have worked at Customer Site handling production issues in a mission-critical environment.
  • Excellent Customer handling Skills, Engineers worked as in-house engineers/site engineers supporting any application-based Contact center products at customer sites like Bank, Telco is preferred.
  • Good to have an exposure to Contact Center & Telephony concepts with any of the major platforms like AVAYA, GENESYS, CISCO, ASPECT, etc.
  • Experience in application support with knowledge on Web Server like IIS, Apache, windows services, event viewer.
  • Experience in application support with knowledge on Web Server like IIS, Apache, windows services, event viewer.
  • Prior experience in troubleshooting Web UI or browser issues with exposure to JavaScript (JS), HTML will be an added advantage.

 

Expected Professional Skills:

  • Excellent verbal, written and effective communication skills
  • Should have the passion for uncovering the mystery of issues/defects.
  • Demonstrated ability to achieve stretch goals in a highly innovative and fast-paced environment
  • Effective time-management, organizational and prioritization skills
  • Strong sense of responsibility, accountability, and passion about quality of work, desire to learn and take ownership
  • Prioritize and juggle between multiple tasks based on business needs
  • Must bring structure to ambiguous / open-ended challenging assignments

If you feel that your skills and experience are aligned to the career opportunities posted above, please forward your resume mentioning the position title and current location in the subject line of your email to