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Technical Solutions Engineer

The Technical Solutions Engineer will be the point of contact for escalated complaints and technical inconveniences of mobile services with the means to identify a solution and satisfy the needs of the internal and external customers. Responsible for detecting and analyzing inconsistencies in internal systems that affect customers, in order to solve them. Responsible for analyzing the recurrence of similar reported incidents in order to identify patterns and the possibility of emergency situations that might affect the services of the customers with the intentions of preventing them. Serves as liaison between the different specialized technical areas and customer care. Follows up with the specialized technical areas for coordination of solutions to opened cases and for complete and successful closing of such cases under the SLA's defined. Provides feedback to users about their cases and requests and gives an estimated time for solution. Performs other duties as assigned. o Bachelor or Masters in Industrial, Electrical, Electronic or Software Systems Engineer or similar o Minimum of 5 years of relevant experience on the telecommunications or technical oriented customer care area. Knowledge of Mobile Network Architecture, platforms (HLR, HSS, MME, PGW, PCRF, GGSN, OCS, OTA, IMS). Technologies 3G, 4G, LTE, Voice & Data services, SIM Cards etc. o Must have a strong understanding of the different nodes of a mobile network and their relations with a customer's services (BSS and Service Network wise) o Must have Basic SQL query knowledge, GUI Based systems, Office Package, High-Advance Excel skills o Strong verbal & written communication skills are necessary o Must be results and customer oriented o Must have a high reaction and prioritization capacity o Must have good analytical skills o Must have the ability to learn We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace. Job ID: 2018-20661
Salary Range: NA
Minimum Qualification
5 - 7 years

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