About the Role
We are seeking an experienced professional to provide support in closing enterprise fixed and managed service complaints within agreed Service Level Agreements (SLAs). You will be responsible for tracking and reviewing technical complaints per customer segment, ensuring that enterprise customers are consistently informed about the status of their technical complaints. Your primary goal will be to reduce technical complaints through effective root cause analysis and innovative solutions.
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Key Responsibilities
- Support closure of enterprise fixed and managed service complaints within agreed SLAs.
- Track and review technical complaints with the technical complaints manager.
- Log each customer interaction and field activity in the CRM tool.
- Identify reasons/root causes for technical tickets and derive solutions to minimize technical complaints.
- Seek support from the technical complaints manager in cases of customer escalations.
- Ensure all technical inventory provisioned for customers is tracked and access controlled.
- Ensure compliance with standard operating procedures for field teams from subcontractors and managed service vendors when resolving technical complaints.
- Perform regular health checks to prevent uncontrolled outages.
- Handle all fixed level 1 activities, including but not limited to:
- Receiving customer complaints over the phone or through a ticketing tool (24x7 operating hours).
- Conducting first-level troubleshooting calls with customers.
- Booking appointments for field visits when necessary.
- Monitoring SLAs across multiple field vendors and areas.
- Tracking trouble tickets to ensure they are closed within the agreed 24-hour SLA, including field visits.
Qualifications
Education & Certifications
- Engineering degree in telecommunications.
- ITIL or PRINCE2 certifications are preferred.
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications.
Knowledge & Experience
- Minimum 5 years of relevant experience in Fixed Operations with telecom Vendors/Operators, demonstrating strong follow-up skills and an ability to organize departmental timelines while addressing internal and external customer needs.
- Expertise in creating training materials and troubleshooting guides based on use case scenarios, coupled with good email communication skills and the ability to understand technical resolutions and Root Cause Analyses (RCAs) for effective customer communication.
