Overall Responsibility:
To address and resolve technical escalations from the contact center, support field service partners and follow up on network down times with the NOC team.
Key SMART Results for A-Player Success
- Ensure all technical issues escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets – End Q4 2023
- Escalate 100% issues and patterns associated with network performance and availability to NOC team for resolution at the end of every 8 hour shift (E.g sector load / performance issues) – End Q4 2023
- Ensure that all escalated issues with common problems & root causes are identified and proposed resolutions communicated with NOC / L1 within 1 hour – End Q4 2023
- All customer complaints that can be resolved on FCR are identified and shared to Technical Operations Manager, at the end of every 8 hour shift, for training of L1 team – End Q4 2023
- Address all technical issues escalated with regards to installation and field support by service partners within 10 minutes during working hours – End Q4 2023
- Support in the creation, management and adherence of detailed departmental documentation and processes – End Q4 2023
Key Competencies (H, M, L)
- Have knowledge of routing and switching protocols, IT Systems, Radio Frequency – H
- Results oriented with a track record of working in high pressure Business to Consumer (B2C) Technical Support environment – H
- Exceptional interpersonal, verbal and written communication, and conflict resolution skills – H
- Customer focused with strong analytical, trouble shooting & problem-solving skills – H
- Have experience using CRM and remote support tools, with demonstrated end to end ownership of escalated customer issues – H
- Has experience working within a fast paced high pressure L2 support environment in the Telecommunications sector for at least 2 years – H
- The ability to communicate technical information in an accessible manner to non-technical employees – H
Mandatory Criteria if Any with no exceptions to hire
- Must have worked in a Business to Consumer (B2C) Technical Support team in the Telecommunications sector for 2+ years
APPLY ON THE OFFICIAL WEBSITE USING THE LINK BELOW:
Interested and qualified? Go to Poa Internet on poainternet.bamboohr.com to apply
