Operations Support at Tech Mahindra

Summary:

An L1 Support Engineer you will play a crucial role in providing efficient and effective technical support to customers. You will be responsible for troubleshooting and resolving customer issues related to Mobile applications/PWA in telecommunication domain, ensuring customer satisfaction, and maintaining high service quality. The candidate should possess strong problem-solving skills, excellent communication abilities, and a customer-centric mindset. Additionally, knowledge of API monitoring, escalation procedures, Service Now, ITSM, Jira, Agile, alerting during issues, Digital applications, basic Linux scriting, Java, react-native,drupal and any other relevant programing skills are required.
 
Responsibilities:

• First-line technical support to customers via phone, email, or chat channels.
• Promptly and professionally to customer inquiries, troubleshoot issues, and offer solutions or workarounds and diagnose technical problems related to telecommunication services, including but not limited to internet connectivity, voice services, network configuration, and hardware/software issues.
• To translate system metrices to user experience complex issues following the established escalation matrix, ensuring timely resolution and customer satisfaction.
• API integrations, ensuring proper functioning, identifying errors or anomalies, and taking appropriate actions to resolve issues.
• Service Now and IT Service Management (ITSM) tools to log and track customer issues, update ticket statuses, and document troubleshooting steps and solutions.
• With other teams, such as network operations, field technicians, and engineering, to resolve customer issues or perform required maintenance and repairs.
• A basic understanding of Linux systems to troubleshoot and resolve issues related to server configurations and services.
• Appropriate stakeholders promptly and accurately during critical incidents or service disruptions, ensuring timely resolution and minimal customer impact.
• Detailed and accurate records of customer interactions, issues, and resolutions in the ticketing system, including API-related incidents and escalations.
• Up-to-date with product knowledge, industry trends, and emerging technologies to provide effective support and advice to customers.
• Up-to-date with Opportunities for service improvement and recommend process enhancements to streamline operations and enhance customer satisfaction.
• Up-to-date with company policies and procedures, including security and privacy protocols, to ensure customer data protection and confidentiality.
• Fostering a positive team environment by actively sharing knowledge, assisting colleagues, and participating in training and knowledge-sharing sessions.

Requirements:

• Degree in Computer Science, Engineering, or a related field
• Minimum of 4 years Proven experience in a technical support role, preferably in a telecom or internet service provider (ISP) environment.
• Understanding of telecommunication concepts, including internet protocols, voice services, networking, and hardware/software components.
• Using troubleshooting techniques to identify and resolve technical issues.
• Communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to customers of varying technical backgrounds.
• Customer service orientation and a passion for helping people; ability to remain calm and professional while dealing with challenging customers.
• Working independently and collaboratively in a fast-paced environment, effectively managing multiple priorities and meeting deadlines.
• API monitoring tools and the ability to identify and resolve API-related /system related issues.
• Escalation procedures and experience escalating issues as per the established escalation matrix.
• Utilizing Service Now and IT Service Management (ITSM) tools to log and track customer issues.
• Appropriately alert stakeholders during critical incidents or service disruptions.
• Knowledge of Linux systems,Azure cloud,Databases,Java,react-native,scripting, Mobile applications. PWA, etc to troubleshoot and resolve issues related to server configurations and services.
• Knowledge of ticketing systems like Service Now and customer relationship management (CRM) software.
• Flexibility to work in rotating shifts, including evenings/night, weekends, and holidays, as required.