Technical Support Analyst
Company: ATN International, Inc.
Location: Atlanta
Posted on: May 16, 2022
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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.
PI177400548
Keywords: ATN International, Inc., Atlanta , Technical Support Analyst, IT / Software / Systems , Atlanta, Georgia
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