Service Quality Technician

2 weeks ago

Belgrade, Central Serbia Telesign Full time €40,000 - €60,000 per year

Responsibilities

  • Keeping QoS on expected level by monitoring Messaging (SMS, RCS, WhatsApp and Viber) and Voice solutions and making appropriate adjustments.
  • Awareness and action on changes in completion rates and retry rates.
  • Monitor and analyze quality of existing routes (e.g. deliverability, completion and latency) and customer traffic.
  • Troubleshooting any Messaging and Voice quality degradation reported by other departments or during monitoring. Make adjustment as required. Work with providers on resolving.
  • Maintain and expand technical knowledge across all Telesign products and services, tools, and processes.
  • Assistance in defining and/or improving tools, reports, and alerts used for service quality monitoring.

Requirements

  • Minimum high school education (preferably in Computer science or IT related field).
  • Higher education of Applied studies or Faculty is a plus.
  • Fluent in English, verbal and written.
  • Experience using Microsoft Office (particularly Excel, PowerPoint and MS Word).
  • Ready to carry out 24/7 shift work.
  • Willingness and ability to learn.
  • Excellent problem solving and analytical skills.
  • Strong ability to prioritize and multi-task in a fast-paced environment.
  • Interest in innovative technology or software industry a plus.
  • Initiative, reliable person with proactive, self – driven approach.
  • High level of responsibility.
  • Positive attitude and result-driven motivation.
  • Flexibility and ability to make things happen.

We are offering

  • Good compensation - Competitive € salary plus benefits package.
  • Development opportunities.
  • Challenging but also a friendly working environment.
  • And much, much more...

About Telesign
Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today's unique customer challenges by bridging businesses to the complex world of global telecommunications.

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.

Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.

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