Nuance

  • Global IT Operations - Cellular & Billing Analyst

    Location IN-Pune
    Job ID
    1-41072
    Category
    Information Technology - All Openings
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

     

    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

     

    The Nuance Global IT team is focused on supporting the company and employees with technical solutions and expertise that help the business run more efficiently, ensure security and data privacy, and support new IT infrastructure initiatives that drive innovation. Our team is composed of problem solvers with constant curiosity and different perspectives who love to collaborate to transform and rethink IT.

    Job Summary

    Summary: The IT Operations Cellular and Billing Analyst will Oversee telecommunication invoice processing via a third party invoice processing system. Review and audit telecommunication vendor invoices including simple and complex voice and data services, i.e. circuits, frame relay, internet, MPLS private lines, ISDN, POTS, toll free, long distance, teleconference, and wireless devices.

     

    Responsibilities: 

    • Provides basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end customers.
    • Troubleshoot hardware and service problems and facilitates carrier support calls as necessary.
    • Provides account and billing related support. Completes service cancellations and exception-based service extensions within established client guidelines.
    • Actively identify potential savings at the time of auditing the invoices.
    • Resolves customer problems and questions via phone and e-mail.
    • Work in a multi shift environment
    • Utilize our Footprint ticketing system to track and process requests for service
    • Refers to training, collaborates with associates, and exercises common sense on problem resolution.
    • Responds to customer email using Knowledge based B articles, templates as well as formulating personalized responses.
    • Exercises good judgment by involving management in resolving customer issues as necessary.
    • Escalates unresolved customer issues in a timely manner.
    • Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
    • Accurately categorizes customer issues and their resolutions using the CRM and support system.
    • Uses the correct tools

    Qualifications

    Number of Years of Work Experience: 1-2 years practical hands on experience working in a IT Operations Group. 

     

    Required Skills:

    • Experience required from telecom billing & invoicing.
    • Strong experience resolving wireless carrier technical issues preferred, (Airtel, Vodafone, TATA, Verizon, ATT, Sprint, T-Mobile)
    • Knowledge of personal and corporate mobility network technologies.
    • Broad skills in mobile wireless technologies (mobile devices/browsers/gateways, specifically WM5/6, Blackberry, iPhone, etc.).
    • Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet.
    • Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
    • Must be a logical thinker and understand the concept of mobility synchronization products and services.
    • Must be cautious and thoughtful when remotely accessing a customer' device as a means to troubleshoot.

    Preferred Skills: Having of knowledge of handling Telceom vendors, Cellular and billing related tasks 

     

    Education: Bachelor's Degree

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

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