Functional Support Analyst Lisboa

Overview

Our Client assists mobile operators worldwide to scale their Voice, SMS A2P, RCS business messaging, and application enablement services, including cloud numbers. They are committed to developing the wholesale ecosystem and connecting the world’s largest operators and their partners profitably and effectively. They provide their customers with innovative automated wholesale solutions, simplifying decisions and operational tasks, allowing them to strengthen existing business and discover new revenue opportunities.

Their success is built on diverse strengths across different teams, functions, and geographies, summarised in their company values:

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

A Day in the Life of a Functional Support Specialist

As a Functional Support Analyst, you will be an integral part of our Maintenance & Managed Services team, providing technical support to users of our Client’s billing, routing, and trading software suite, which serves wholesale telecom service providers across the globe. Your primary responsibilities will revolve around supporting customers by responding to questions, troubleshooting issues, and assisting with system processes, ultimately ensuring that they have a great experience operating the software.

Responsibilities

1. Manage support tickets
   -
   - end — from triage and resolution path definition through to closure, ensuring compliance with agreed SLAs and business priorities.
2. Perform technical troubleshooting — contrast application behavior to client expectations by means of generating database analysis queries, complex T-SQL code analysis, validation of hardware performance, review of SQL execution plans, and validate code modifications to identify both logical and performance defects and underlying root cause.
3. Collaborate effectively across teams — work with subject matter experts, infrastructure teams, R&D, QA, and Sales in an agile,
   - paced environment to drive timely solutions.
4. Communicate clearly with customers — ascertain customer expectations, criticality of requests, ensure supporting documents are provided and completed, provide professional updates, workarounds, and
   - documented resolutions for knowledge sharing.
5. Contribute to continuous improvement — document knowledge base articles, generate defect reports, maintain ticket hygiene, and support 24x7 global operation reporting.
6. Act as the primary customer liaison by leading
   - facing meetings, handling escalations, and building trusted
   - term relationships.

Qualifications

What will make you eligible for this role?

1. Bachelor’s degree in computer science or related fields.

Experience (advantageous)

1. 5+ years of Customer Support Experience. (must)
2. 2+ years of experience supporting Windows and/or Linux environments. (must)
3. Up to 2 years of experience and strong understanding of SQL Server including complex queries, stored procedures, views, functions. (must)
4. 2+ years of Telecom experience. (plus)
5. Up to 2 years of development experience. (plus)
6. Experience with AWS is a plus. (plus)

Best fit for this role

1. Practical experience with SQL, scripting, or similar database technologies, with the ability to apply them in
   - world scenarios.
2. Strong communication and presentation skills; proficiency in multiple languages (Spanish and English preferred) is an advantage.
3. Exceptional organisational abilities, with proven capacity to prioritise and manage multiple competing tasks effectively.
4. Advanced
   - solving, analytical, and troubleshooting expertise to address complex technical and business challenges.

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
- related instructions or tasks that are requested by the manager must be completed by the employee.

Please ignore the salary levels mentioned on the job board - there is flexibility depending on the person.