Case Handling Specialist

Job description

As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a 24x7 support environment. You will work to solve the complex troubleshooting tickets on the latest technology 4G/5G and Radio products. You will be the primary technical point of contact for customer support requests. Also, you will coordinate as the primary interface towards R&D for escalation of customer problems and their follow up till resolution. This requires good analytical and debugging skills with a proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details. - You will contribute as the primary point of contact for customers experiencing technical difficulties. - Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level and manages and builds customer relationships on a day-to-day basis. - Provides appropriate follow-up to customers and keeps the case information updated in the support tool. - Perform initial diagnosis of incidents and apply existing knowledge to find solutions. - Collect logs using UTF, perform log analysis using available post-pr...