Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies. We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
We are recruiting to fill the position below:
Job Title: Operations Support
Location: Lagos
Employment Type: Full Time
Job Summary
As 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 attend to customer inquiries, troubleshoot issues, and offer solutions or workarounds.
Diagnose technical problems related to telecommunication services, including but not limited to internet connectivity, voice services, network configuration, and hardware/software issues.
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.
Work with other teams, such as network operations, field technicians, and engineering, to resolve customer issues or perform required maintenance and repairs.
Have a basic understanding of Linux systems to troubleshoot and resolve issues related to server configurations and services.
Attend to appropriate stakeholders promptly and accurately during critical incidents or service disruptions, ensuring timely resolution and minimal customer impact.
Ensure 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.
Provide opportunities for service improvement and recommend process enhancements to streamline operations and enhance customer satisfaction.
Adhere to company policies and procedures, including security and privacy protocols, to ensure customer data protection and confidentiality.
Ensure to be in 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
Minimuim 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.
Be able to use troubleshooting techniques to identify and resolve technical issues.
Have a good 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.
Be able to work independently and collaboratively in a fast-paced environment, effectively managing multiple priorities and meeting deadlines.
Be able to work with API monitoring tools and the ability to identify and resolve API-related /system related issues.
Be aware of escalation procedures and experience escalating issues as per the established escalation matrix.
Be aware of Service Now and IT Service Management (ITSM) tools to log and track customer issues.
To 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.
Be familiar with 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.