Support Specialist

Job Title

Support Specialist

Department

Service support -DC

Position Type

Full Time

Job Location

Bangalore

Shift Timings

Regular

Work Mode

Work from Office

Industry Type

Telecom - Roaming

Travel Required

No

Why Us?

MACH is an innovator and leader in global monetization solutions. Their software optimizes and orchestrates critical inter-carrier business processes including data and financial clearing, network roaming, real-time campaign management, and interconnect solutions. MACH creates transformative communications solutions for today, tomorrow, and beyond, bridging wholesale and inter-carrier connectivity with roaming and clearing.

Collaboration and Innovation are at MACH’s core. Our success is built on diverse strengths across different teams, functions, and geographies summarised in our company values:

• Open collaboration
• Driving innovation
• Customer commitment
• Growth mindset
• Deliver results

Please visit our website to know more about us - https://mach.com/

A Day in the Life of Support Specialist:

To Manage in Clearing roaming related transactions between Customers/Clearing houses by reconciling and validating TAP IN and TAP OUT files received from customers and other DCHs.

So, how are we going to keep you busy?

• Ensure timely analysis and resolution of customer service tickets in accordance with customer SLAs.
• Maintain effective handling of DCH modules, Dual IMSI including monitoring and resolving failed files with timely escalations.
• Perform regular clean-up of pending locations and folders to ensure operational efficiency.
• Execute migration activities including Pre-OIR and Final OIR generation, DCH membership changes, remote file delivery configuration, TAP version updates, and service/option updates.
• Monitor and resolve internal system alarms in line with KPI requirements.
• Support User Acceptance Testing (UAT) for client requests and module enhancements.
• Recycling of old data with proper Customer and TAM approvals.
• Contribute to successful ISAE Type 1 and Type 2 audit compliance.

What will make you eligible for this role?

• Bachelor of Engineering / B-Tech

Experience, that will be an advantage:

• 0-3 years of customer service experience and experience in telecom billing will be an added advantage.

What will make you the best-fit for this role?

Technical/ functional skills required:

• Intermediate Knowledge in Linux & Oracle SQL.
• Telecom industry knowledge.
• Excel – Intermediate.
• Ticketing and troubleshooting skills.

Soft skills required:

• Interpersonal Skills, Analytical Skills, and Problem-Solving Skills
• Good written and verbal communication skills (English)

Limitation and Disclaimer:

The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job.

In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position. Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.

Ready, set, apply!