GENERAL DESCRIPTION:
This position is responsible to provide a root cause analysis and faster first call resolution by proving a higher technical insight into customer transactional errors. In addition, position is responsible to provide a proactive research and analysis when changes are introduced in production that may affect customer facing application.
Area of expertise (Skills)
Responsibilities
1. Provide 1st level support for Agent Support APP (Clarify/IVR/WEB/TAS) and other platforms that integrate with Clarify (RRP/BRM/RTR/POSA/MAX/PCRF). Fix clarify issues reported by the Call Centers and also for APP when the customers or representatives are having any issues while making transactions. Support in house Agent Support system on daily business.
2. Provide a proactive research and analysis on issues reported that may affect customer facing applications, with good technical insight that helps the next level of support to pinpoint faster the root cause analysis/resolution.
3. Team leader responsible for the day-to-day oversight of offshore team on Level 1-2 tasks, making sure they respond in time and with quality.
4. Status reports/Monitoring/Administrative tasks for Tracfone management team.
Other Skills and Experiences (Min)
Qualifications:
• Bachelor’s Degree in Computer Science, MIS or related technical discipline or equivalent combination of education and experience
• At least 2 yrs. of experience in Oracle SQL is required
• At least 2 yrs. of experience in Oracle PL/SQL is preferred
• Knowledge of Java, SOA, and Web Services is preferred
• Knowledge of a Unix-based operation system is desirable
• Must be well versed in writing SQL Queries in a RDBMS environment.
Education