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Technical Support Representative Analyst

Keywords / Skills : technical support, Tech Support, tsr, Technical Support, Technical Support Executive, Technical Support Engineer, Helpdesk, TSE

2 - 3 years
Posted: 2019-08-27

Job Description
Responsibilities:

1.Onboarding CBSD vendors (radio manufacturers) and Google SAS clients (mobile operators, cable providers). Includes administrative tasks like creating a customer record in SFDC and requesting a credit check as well as technical tasks, like running commands to create the customer in the SAS system

2.Troubleshooting and answering technical questions on integration and production issues with the Google SAS. Types of questions:

a.Registration of CBSDs: technical or how-to questions about the CPI interface

b.Status of CBSDs, how to get reports, request information/reports from Google

c.Examples of support questions.

i.Unable to register

ii.Grant error

iii.Onboarding

3.Provide billing support for clients

a.Initially most of these will require escalation to Eng and Finance teams and coordination of those teams to achieve resolution.

The support team will be the only point of contact for clients and vendors on technical support and responsible for triaging, troubleshooting and escalating to the Google SAS Eng team.

Support will be offered in writing (email) in English and during US business hours (after full launch 24/7).

Qualifications: 

Experience in B2B technical support, experience providing support for or on behalf of a mobile carrier a plus.

Comfortable dealing with technical contacts and information, customers contacting support are network/software engineers, and liaising with Google engineers.

Can understand technical language from Google Engineers and translate that into a response to the client.

For the agents to be able to troubleshoot themselves:

●Ability to interpret and understand technical standards documents. Being able to read and understand the SAS-CBSD spec like this is critical. Here is the test plan that CBSD vendors are using and contacting us for support.

●Ability to use Linux operating systems (required for onboarding, cert creation, troubleshooting)

●Understanding of the following technologies a plus: JSON, curl, secure HTTPS, TLS, cert/key pairs)


About Company

Quess Corp. Ltd., the leading global business services provider firm, was established in 2007. Headquartered in Bengaluru, the company has a pan-India presence with 65 offices across 34 cities along with overseas footprint in North America, the Middle East and South East Asia. It serves over 1700+ customers across 5 segments namely Industrials, Facility Management, People Services, Technology Solutions and Internet Business.

Quess Corp Limited offers an expansive and an impressive set of services across the APAC region with its presence in Malaysia, Sri-Lanka, Philippines, Singapore and Vietnam. We are a step-down subsidiary of USD 44+ Billion (as of 30th Sept 2016), multinational, Fairfax Financial Holdings Group; held through its Indian listed subsidiary, Thomas Cook India Limited. We are committed to providing a world-class customer experience while continuously working towards creating better lives. Superior services and technology solutions have enabled us to achieve market leadership in many of the businesses service lines.

Read more here www.quesscorp.com
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