Technical Analyst

This position exists in order to provide in-depth analysis of difficult, systemic product issues that impact customer satisfaction and service level achievement. The primary objectives will be to: 1. Design and create tools that gather data from disparate systems (such as company billing, ticketing, provisioning and network monitoring systems, among others) 2. Analyze the data gathered in order to provide the ultimate fix agents with the information they need to bring the issue to resolution 3. Interact with various business partners in order to understand processes that may contribute to product issues 4. Interact with Engineering, the LMC (NOC), Advanced Technical Support and other internal departments to gather technical data and to communicate findings • Design, create and program various tools to gather technical information from disparate company systems to identify and propose solutions to complex product troubles, particularly those that cross product lines. 25%• Perform reactive and proactive analysis. Reactive analysis would include identifying trends reported through customer care or field technicians. Proactive analysis would include identifying trends that customers may not yet be noticing, but that are picked up through the various tools created by the analyst. 25%• Analyze the information and determine which business partners are able to bring the issue to resolution. Collaborate with SME’s in all product disciplines, particularly Engineering, to ensure correct analysis and to communicate findings that lead to an ultimate product fix. 30%• Provide additional data as requested. 10%• Track the problem to resolution. 10%• Punctual, regular, and consistent attendance.