Engineer supporting operational readiness across T - Mobile's production network by resolving complex issues. Contributing to network stability, readiness, and the ability to scale support across the organization.
About the role
- Technical Client Support Analyst at KUBRA providing tier-two technical support addressing complex technical challenges and ensuring client satisfaction.
Responsibilities
- Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts
- Demonstrates strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders
- Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
- Report details on issues to developers and manage communications with clients as issues are worked on and resolved
- Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
- Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
- Assists with classification and prioritization of issues
- Execute case/ticket service requests requiring code and / or configuration updates
- Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking
- Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
- Lead weekly case review with key clients
- Participate in client meetings both on and off site as directed by their Team Leader
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
- Provide on-call after-hours support on a rotating basis
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Perform configuration and code changes on existing applications to meet customer needs
- Provide timely responses by phone, notes and/or email to clients for case/ticket/telephone inquiries
- Participate in client training on product/service features and functionality
- Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly
- Monitoring of systems
- Work on special projects as required
Requirements
- 0-1 year of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
- Demonstrated aptitude for troubleshooting technical problems
- A general understanding of servers, networks, enterprise software, and data integration between enterprise applications
- Experience with enterprise software in a support or advanced business user role is strongly preferred
- Associate’s degree or work experience demonstrating professional communication and inter-office skills
- Diploma or Degree in Computer Information Systems or related program is preferred
Benefits
- Equal Employment Opportunity commitment
- Accommodations during recruitment process available upon request
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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