About the Role
This position involves providing essential support to resolve enterprise fixed and managed service complaints within agreed service level agreements (SLAs). You will work closely with customers to keep them informed about the status of technical complaints, assisting in tracking and reviewing those complaints based on customer segments. Key responsibilities include managing customer interactions and ensuring all technical inventory is properly provisioned and controlled.
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Key Responsibilities
- Support in closing enterprise fixed and managed service complaints within agreed SLAs.
- Track and review technical complaints per customer segment in collaboration with the technical complaints manager, ensuring enterprise customers remain informed on status updates.
- Log every customer interaction and field activity in the CRM tool.
- Identify root causes of technical tickets and develop solutions to minimize future complaints.
- Seek assistance from the technical complaints manager in case of customer escalations.
- Ensure all technical inventory provisioned for customers is tracked and access controlled.
- Verify that field teams from subcontractors and managed service vendors follow standard operating procedures to address customer complaints effectively.
- Carry out related tasks in accordance with skill set and general responsibilities as designated by the Line Manager, including performing regular health checks to prevent uncontrolled outages.
- Handle all fixed level 1 activities, including but not limited to:
- Receiving customer complaints through calls or ticketing tools (operating hours for the team are 24/7).
- Conducting first level troubleshooting by calling customers.
- Booking field visit appointments when necessary.
- Monitoring SLAs across multiple field vendors and areas.
- Ensuring trouble tickets are closed within an agreed SLA of 24 hours, including any necessary field visits.
Qualifications
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Education & Technical Qualifications:
- Engineering degree in Telecommunications.
- ITIL or PRINCE2 certifications are preferable.
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications.
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Knowledge and Experience:
- Minimum of 5 years of relevant experience in fixed operations with telecom vendors/operators, demonstrating strong follow-up skills and the ability to organize and prioritize department timelines while addressing internal and external customer needs.
- Ability to create training material and troubleshooting guides based on use case scenarios, along with strong email writing skills and an understanding of technical resolutions and root cause analyses (RCAs) related to customer communication.
