Job Title: Customer Service Officer
Location: Lagos, Nigeria
Recruiter: PNPI International
Our platform enables multiple numbers to be active on a single standard SIM card. Our server platform is based on existing mobile network technology and when integrated in the operator network, provides the basis for a variety of innovative service offerings. We are recruiting to fill this position.
Job Summary: Under the supervision of the Head of Customer Engineering, the On Site Engineer is responsible as part of the support team for installation and Level 1 & Level 2 support for deployed the company's solutions.
Responsibilities:
• Escalate faults to Level 3 support as required, either internal R&D team, or external partners and hardware vendors. Track faults to ensure deployed solution meet SLA.
• Technical hands-on mentality to perform Level 1 & Level 2 support without direct supervision.
• Take charge of installation, debugging and commissioning of the company's solutions, either remotely or on customers' site.
• As part of operations team, and working with R&D team provide software installation services on site.
• Provide Level 1 and Level 2 technical support to customer. Log trouble tickets, basic debugging, report back to customer.
• Conduct Acceptance Test with customers and provide quick responses to customers' technical enquiries.
• Deliver daily, weekly and monthly reports on request.
• On call, out of hours, as per SLA for technical troubleshooting, performance and stability of the delivered solutions.
• Any other duties deemed necessary to meet corporate objectives.
Qualifications and Requirements:
• Bachelor's Degree in Electronic Engineering, Telecom Communications Engineering, and Computer Science or any related field.
• 1-2 years' experience in value added services, number portability, roaming services in GSM mobile networks
• 3-6 years' experience in telecom industry working with voice services in GSM mobile telecom networks. Protocols (SS7, ISUP, CAMEL and/or MAP).
• 3 years' experience of working with Linux, SQL RDBMS, both at command level, and open source software.
• 2 years' experience and knowledge of HLR signal flow
• Strong Work Ethic an core values (honesty and integrity)
• Excellent organization and time management skills
• Adaptability to work in multi-cultural environment as part of international teams.
• Analytically minded, good learning ability, initiative and flexibility.
• Detail-oriented
• Excellent communication and interpersonal skills; ability to develop relationships internal and externally
• Strong customer facing skills
• Flexible and ability to travel and work on customer site for extended periods of time.
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