Manager - NOC Support

Job Summary:
We are looking for a dedicated and technically skilled NOC Support/ Engineer to join our team. The ideal candidate will have a strong understanding of telecom systems and provide effective support to our customers. You will be responsible for troubleshooting and resolving technical issues related to telecom services, ensuring high levels of customer satisfaction, and maintaining service quality.

Key Responsibilities:

• Provide first-level support for telecom-related issues, including voice services, call routing TDM and VoIP systems.
• Troubleshoot and resolve technical issues reported by customers, ensuring timely and effective solutions.
• Assist customers with troubleshooting their telecom services, products including 8yy, 8XX and 1+ services.
• Escalate unresolved issues to higher-level support teams or technical specialists.
• Monitor, analyze, and block Fraud per company policies.
• Maintain accurate records of customer interactions and technical issues in the support ticketing system.
• Work collaboratively with other teams (e.g., IT, network support) to resolve issues affecting telecom services.
• Follow company procedures and best practices for customer service, ensuring high levels of satisfaction.
• Monitor call/email queues and handle inbound calls and email requests in a timely and professional manner.
• Monitor Network alarms and escalate accordingly.
• Provide feedback to management regarding recurring issues or trends in customer complaints or technical problems.
• Stay up-to-date with new telecom technologies and solutions to provide the best support possible.
• Document common issues and solutions for internal knowledge base and future reference.
• Contribute to process improvements and team development initiatives.

Qualifications:

• 3-4 years of experience in a call centre, telecom support, or technical support role. And 3+ years of experience in handling a team who maintains a good NPS score.
• Basic knowledge of telecom systems such as VoIP and TDM systems.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both verbal and written, with a focus on customer service.
• Ability to manage multiple tasks efficiently while maintaining a high level of attention to detail.
• Strong interpersonal skills and ability to work in a team environment.
• Knowledge of SIP trouble shooting tools like Wireshark and or other pcap applications.
• Willingness to work flexible hours, including evenings or weekends, as needed.

Preferred Skills:

• Experience with trouble shooting SIP telecom products via CDR and trace tools.
• Knowledge of wholesale telecom product offerings.
• Familiarity with call centre metrics and performance targets.