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Technical Support Analyst

Company: ATN International, Inc.
Location: Atlanta
Posted on: May 16, 2022

Job Description:

Primary responsibilities include mission critical billing and technical support, end-to-end unit troubleshooting, data table configuration and maintenance, technical project management and multi-layer issue analysis and resolution for client's key Billing and Operations Support and Customer Relationship Management Systems.
Must communicate his/her technical knowledge of a specific anomaly to the client in a succinct, executive-level overview manner. Must know when and how to use the most effective form of communication with the client's corresponding technical personnel; OTRS and/or other third party ticketing systems, IM, and phone conversations. Must demonstrate ability to work with higher management to quickly resolve any and all customer escalated issues.
DUTIES AND RESPONSIBILITIES The Technical Support Analysts must possess all Billing Support Analyst's knowledge, skills and responsibilities in addition Technical Support Analysts knowledge, skills and responsibilities. ---Creating OTRS tickets from client requests, performing research, providing analysis of the research, making decisions to further troubleshoot, configure, and other means necessary to complete the request according to service level agreements (SLAs). ---Processing Trial Bill Runs and all associated activities ---Responsible for the continued maintenance and addition of billing features and troubleshooting of existing features ---Responsible for fulfillment of client requests of simple reports ---Monitor daily processes for issues and coordinating resources to correct and resolve. ---Ensures deliverables are completed in a timely manner as defined by agreed-upon project plans ---Creates test plans and conducting end-to-end testing and coordinates software release of B/OSS and CRMs with clients for user acceptance testing and sign off. ---May be assigned to small projects or to phases of a complex component ---Learning team role and how to contribute to team goals to achieve the successful implementation of client initiatives. ---Responsible for taking on a complex component, and/or several moderately complex components of a technical project or managing of a technical project. ---Works beyond routine nature of tasks, unitizing a specialized knowledge and technology. ---Coordinates implementation of monitoring tools. ---Other tasks and responsibilities as deemed necessary by management.
EDUCATION AND EXPERIENCE Bachelor's degree (B.A./B.S.) or equivalent; and/or 5+ years related experience and/or training; or equivalent combination of education and experience. Detailed working knowledge of international telephony standards, to include familiarity with common industry-wide wireless standards including GSM/GPRS, CDMA, SMS/MMS, and OTA elements Ability to define problems, collect data, establish facts and draw valid conclusions among a variety of complex technical methods, techniques, and objectives. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to apply concepts such as percentages, ratios and proportions. Familiarity with word processing software (Microsoft Word, etc.) Familiarity with spreadsheet software (Microsoft Excel, etc.) Extensive experience with one or more of the following areas: Windows batch commands, Analyzing network related responses, SQL or other DB management tools, wireless and/or telephony.


Keywords: ATN International, Inc., Atlanta , Technical Support Analyst, IT / Software / Systems , Atlanta, Georgia

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