Israel
Viaccess Orca - a global, dynamic high-tech company and a subsidiary of the Orange Group, is looking for a TECHNICAL CUSTOMER SUPPORT ENGINEER to join the Customer Delivery team.
Mission
Within the Operations and Services, and reporting to Customer Delivery Department, the Technical Customer Support Engineer (TCSE):
· Provides all daily professional services through technical Customer support on any assistance and maintenance support for VO solutions in production
· Ensures E2E cases management including escalation to management ,Tier-4 support, and internal/External coordination & communication
· Is responsible for owned cases and the quality of the operational services
· Support operation services
· Maintain customer satisfaction with a high quality level of service.
· Represents the technical support activity on company-wide projects
Main activities
Provides Opening Hours & Non Opening Hours Technical Customer support coverage
· Provides Tier-1 and Tier-2 support to VO Customer’s or Partner’s solutions
· Work closely with all the Viaccess departments and teams (including engineering, project
· management, R&D, sales, legal, sales administration…) as required by support cases
· Ensure the E2E technical customer support case management according to service level agreements
· Meet key performance indicators objectives and do KPI follow-up reporting
· Ensure full transparency of cases using a CRM · Ensure good and regular feedback for opened cases to Customers (Phone, email, reports and meetings)
· KPI analysis and reporting toward customers
· Manage Technical Customer Support internal projects and tools
· Help the training team to define, validate and deliver the training course documentation
· Do technical training to VO or Customers
Job skills
Mandatory
· Practical knowledge in the following disciplines: o Network layers and mainly TCP/IP o SQL, Oracle basic administration o N-Tier architectures (redundancy, clustering, cache management) o Unix/Linux Operating systems , Shell scripts o Web and J2EE Application servers (apache, squid, jboss)
Very helpfu
· Experience with CRM Solution
· Knowledge of Digital TV architectures
helpful
· Streaming protocols and video formats
· NOSQL Databases
People Skills
· Customer Oriented with excellent representative and communication skills
· Experience in direct relation with Clients · Capacity to learn fast complex products and to communicate technical issues to heterogeneous audience
· Self-driven · Multi-tasking / Methodical
· Capacity to analyze / adaptability / responsiveness / open minded/resistance to stress
Experience & education
· University degree in Telecommunication/Electronics/Computer science
· 1 year experience in technical support or system integration
· Fluent English technical and business
