Job Description

Tealcom IO Communications, doing business as Teal Comm, is a US multinational networking and telecommunications company headquartered in Seattle. The company offers services, software and infrastructure in information and communications technology for telecommunications operators with global coverage, experts in eSIM technology with an extensive services operation across globe. We help our customers enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale. Our comprehensive portfolio ranges across roaming services, eSIM, Managed Services, and Emerging Business; powered by IoT platforms.
Essential Job Functions:

• Assist in resolution of sandbox/production issues to include: escalation, system testing, strategy sessions and distribution of knowledge throughout the company.
• Acquire and maintain knowledge of existing systems and new systems in order to provide accurate assistance & training to customers and NOC Team.
• Attend training sessions and assist in training workshops.
• Act as a Subject Matter Expert for Teal Communications features, such as our APIs, eSIM, Telcom technologies, network connectivity, etc.
• Monitor recorded calls and provide feedback and coaching to team members
• Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the NOC service.
• Proactively identify improvements that can be made to provide enhanced ease-of-use and functionality.
• Improve our escalation processes for customers, partners, and internal users
• Perform to NOC metrics necessary to scale our organization for future growth plans

Metrics and Goals for the Position:

• Customer satisfaction
• Issue Resolution
• SLA adherence
• Knowledge Article production

Candidate Qualifications:

• Understanding of ticket system flows, adhering SLAs.
• Willing to work in rotating shifts.
• Willing to work shifts in US time zones.
• Must be able to work from our office in Bangalore.
• Understanding of 2G/3G and 4G technologies
• Understanding of Telecom Roaming and data termination.
• Experience working with international customers.
• Knowledge of the subject & willing to join for the Bangalore location.
• Strong verbal and written communication skills
• 5+ years of experience as NOC engineer
• 8+ yrs in customer facing roles including services, support, NOC
• Ideal candidates should have knowledge of software development processes.
• Ability to solve Tier 2 and Tier 3 customer service issues and train lower Tier agents in upper Tier issues.
• Demonstrated ability to apply knowledge to specific communications to both internal and external audiences.

Supervision:
This is an individual contributor position in a growing company.

Education:
B.E/B. Tech (any) 8Kwno7j6hY