GENERAL DESCRIPTION:
This position is responsible for providing 1st and 2nd level support for customer agent support systems in order to fix customer transaction issues.Experience in Call center support activities. Good SQL/ PLSQL Skills/Oracle utilities. Sql loader. Unix skill a definite plus.
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. Status reports/Administrative tasks.
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 1 yr of experience in Oracle SQL is required
• At least 1 yr 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
• Writing SQL Queries in a RDBMS environment.
• Working knowledge of Clarify systems. Testing/QA job in Telecommunication area.
Education