Job Title Product Support Specialist

Department Name Global Services

Group Name Product Support Services

Sub-Group Name N/ A

Reporting To Account Services Manager (ASM), Product Support Services

Scope of Role Responsibility for product support (Front Line Support) within the Product Support Services organization.

Key Responsibilities Problem Management & Resolution

Resolving simultaneous problems experienced by internal and external customers with the SubexAzure product line, and associated technologies such as Solaris, Informix, Oracle, CORBA, etc;

Handling the technical escalation of customer issues.

Upgrade & Release Management

Assisting customers in the upgrade planning surrounding the SubexAzure product line.

Relationship Management
Managing customer expectations;

Proactively developing effective,
trust-oriented customer relationships.

Software Problem Tracking

Ensuring that the ticket tracking system is current, with clear, concise and technically accurate updates;

Ensuring that the timelines for resolution of software defects match customer expectations;

Interacting with the development teams to ensure that software defects are patched as required.

Other

Assisting the ASM with other responsibilities, projects, and activities as required;

Ability to work with minimal supervision.
Technical Skills Required Problem Analysis and Reproduction

Ability to analyze and reproduce problems involving the SubexAzure product line;
Ability to propose viable potential fixes to problems;

Ability to develop and manage test suites and customer simulation environments;

Ability to identify, and recommend solutions or workarounds to problems and defects related to the OS, RDBMS, or other related technologies.

Core I. T./ Telecom Technologies

Applied technical understanding of relevant I. T./ Telecom technologies;

Ability to install, administer, and troubleshoot relevant operating systems (Solaris & Windows) and databases (Informix and Oracle);

Functional understanding of the EMS/ NMSs that the SubexAzure products interact with.

Other Relevant I. T./ Telecom Technologies

Develop an understanding of the concepts of relevant I. T./ Telecom technologies including SNMP, TL1, Q3/ CMIP and leading middleware technologies such as Vitria, Tibco, etc.

Principles of Telecommunications Networks and Network Management

Develop an understanding of the principles pertinent to data communications technologies for the New Public Network including ATM, Frame Relay, xDSL, SONET/ SDH, and IP.

Principles of Telecommunications OSSs

Develop an understanding of the principles of Service Provisioning and Inventory OSSs.

Leadership Skills Required Innovation

Able to devise innovative and creative solutions to complex technical problems with the goal of resolving customer issues in a timely and professional manner;

Ability to evaluate and select the best solution from a number of potential solutions

Ability to Work Under Pressure

Ability to handle concurrent issues, projects and tasks in a controlled and systematic manner to ensure high-quality support of customers and partners.

Commitment To Success

Demonstrate outstanding commitment to the timely and efficient resolution of problems encountered by internal and external customers to ensure success in a win-win SubexAzure/ customer/ partner environment.

Effective Communications Skills

Clear, concise and articulate verbal and written communications skills that can be directed at senior management, technical resources, and customers alike in a consistent and highly effective manner;

Ability to escalate customer issues in a timely fashion and with the appropriate information.

Personnal Development & Mentoring

Act as a role model to all staff and set an example for professionalism and conduct.

Experience Required Preferably:

2+ Years of technical experience in complex I. T./ Telecommunications environments;

Demonstrated experience positively interacting with high profile customers in a high stress/ demand environment;

Training/ Qualifications Required Preferably:
Bachelors/ Masters degree in Engineering/ Computer Science/ Mathematics or related fields.

Productivity Skills Required High proficiency with:
Unix
RDBMS
E-mail (MS Outlook)
MS Office (Word, Excel, PowerPoint)

MS Access & Crystal Reports
After Hours Support SubexAzure provides 24x365 support to our customers for critical issues and therefore must be available, via cell phone, during weeknights, weekends and statutory holidays. On-call shifts are assigned on a weekly rotational basis and compensation is received for after-hours shifts that are assigned.