Support for Roamware Applications.

Description of Services/Statement of Work

To provide reactive and proactive 24 x 7, Level 1 and Level 2 Regional Support to the Customer and Roamware in support of the deployed products and solutions as per the agreed SLA with the customer

Success Metrics

* Response and resolution times within committed support levels as per Roamware’s support contract with the Customer for this project

* The customer becomes referencable Roamware customer

Roles and Responsibilities

• Handling all the communication related to the assigned customer accounts.
• Responsible for collecting all the data regarding the CSR.
• Responsible for handling Level 1 and Level 2 analysis and trouble shooting.
• Responsible for handling product queries.
• Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
• To interface with customer in all circumstances.
• Logging Trouble ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the current state of CSR.
• Maintain all the connectivity and account details from a support perspective to provide efficient support.
• Implement Remote access connectivity to ascertain remote access to customer site.
• To analyze and properly escalate the CSR in accordance with the RW support process.
• Regular follow-up with customer.
• Regular follow-up with engineering team on escalated CSR.
• CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs.
• Emergency CSR handling on a 24/7 service level.
• Installing patches and Emergency corrections.
• Performing regular health-checks.
• Analyze and resolve CSRs.
• Develop workarounds to limit customer downtime while a permanent solution can be developed.
• Replicate/diagnose CSRs such that engineering can quickly provide a corrective solution.
• Escalate to second line support at India Development Center.
• Ensure appropriate inclusion of Engineering function within investigation.
• Be prime interface to the customer and hold review meetings with the customer on a timely basis.
• Participate in the development, review and implementation of product upgrade/patch and installation processes.
• Provide technical training for rest of Operations staff and Customers (where required) on Roamware products.
• Provide beta-site support.
• Provide onsite troubleshooting when necessary and appropriate.
• Provide Customer related intelligence back to engineering, marketing and sales on product functionality, performance, reliability and account status.
• Provide leadership in development of tools, procedures and techniques to more effectively support Roamware products.

Work Experience

4 to 8 years of experience in

• supporting software applications for customers
• networking
• Unix
• Oracle expertise
• GSM and SS7 skills
• Effective written and verbal communications skills
• Particularly communications in English via telephone and email engagement skills a must.

Qualifications

Computer Science degree or equivalent experience.

Job Locations

Jamaica, Mumbai, Malaysia.