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Technical Support ExpertPlus One People Limited
  • Central
  • HK$25,000 - 35,000 /month (negotiable)
  • Posted on 19 Mar 2019
Technical Support ExpertPlus One People Limited
Job Highlights
  • Technical customer focused role - IT and mobile
  • Knowledge of mobile roaming systems
  • Opportunity to develop / travel / work from home
Job Description

Company Profile

Our client is a UK based company that provides services for mobile operators world-wide. They are a growing company with about 190+ employees and offices in Europe, Asia, India, Cairo and the US. Their core competency is the provision of services around the commercial aspects of mobile roaming, in particular data and financial clearing. Their services are based on proprietary software and operated centrally. The software is based on Web and Oracle technology and its main purpose consists in processing and distribution of roaming data, settlement of charges between the operators and providing business intelligence applications to our customers.

Role Purpose & Context

The Technical Customer Support Expert will be responsible for providing customers with technical support in all our products. The role holder will acquire technical product knowledge to be able to support customers as well as  Customer Account Managers and Sales Account Managers with all technical questions. They will also be responsible for understanding and capturing new customer requirements and interfacing with the Product Management team to communicate these requirements to determine feasibility of change management process.

Key Responsibilities

  • Support global customers in all technical aspects of using the company's products and services, a major part of which will be reporting
  • Level 2 customer support
  • Technical support for Customer Account Managers, Sales and Account Managers
  • Interact with customers to understand new technical requirements and communicate these requirements where relevant to company product managers to determine feasibility and applicability to the product development order book.
  • Work with product managers to establish the level of effort and if product enhancements are chargeable and communicate to Sales Account Managers and Customer Account Managers to manage customer’s expectations.
  • Take requirements, document them and help convert into detailed technical documentation that can be understood by the company's software development teams
  • Support implementation and migration of customers in all operational technical aspects.

Key Performance Indicators

  • Customer satisfaction levels
  • Timely resolution of queries according to SLA
  • Accuracy of captured requirements

Person Specification

  • BSc/BA degree or equivalent;

Competency Profile

Strong knowledge of international roaming and/or interconnect from work experience at a mobile operator or (ideally) a clearing house

  • Ability to translate business requirements into technical requirements
  • Specification writing
  • Understand technical concepts (FTP, VPN, HTTPS)
  • Have knowledge of network and infrastructure concepts
  • Understand system interoperability and interconnectivity
  • Familiar with best-practice security concepts
  • Ability to build strong customer facing rapport and relationships
  • Excellent written and spoken communication skills in English
  • Ability to work independently and prioritise projects and tasks
  • Methodical and thorough working style
  • Good team player
  • Sensitivity to different working styles based on cultural background

 

Additional Information
Years of Experience
3 years
Employment Type
Full Time, Permanent
Benefits
Five-day work week, Performance bonus, Work from home
Company details

Plus One People is a bespoke recruitment consultancy and headhunting company working with a wide variety of businesses in multiple sectors and industries including but not limited to : Technology, Media, Sales (B2B an B2C), Design, Manufacturing, Finance and Trade Professionals.

We specialise in highly skilled, general, specialist and managerial roles in the UK and internationally and offer highly competitive rates to employers.

For more information about working with Plus One People please visit

www.plusonepeople.com

or call

+44 203 794 3777