Summary
Date Posted:Thursday, May 04 2023, Base Salary: Not Disclosed

JOB DETAILS:
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
1. Ensure all technical issues escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets - End Q4 2023
2. 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
3. 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
4. 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
5. Address all technical issues escalated with regards to installation and field support by service partners within 10 minutes during working hours - End Q4 2023
6. Support in the creation, management and adherence of detailed departmental documentation and processes - End Q4 2023

Key Competencies (H, M, L)
1. Have knowledge of routing and switching protocols, IT Systems, Radio Frequency - H
2. Results oriented with a track record of working in high pressure Business to Consumer (B2C) Technical Support environment - H
3. Exceptional interpersonal, verbal and written communication, and conflict resolution skills - H
4. Customer focused with strong analytical, trouble shooting & problem-solving skills - H
5. Have experience using CRM and remote support tools, with demonstrated end to end ownership of escalated customer issues - H
6. Has experience working within a fast paced high pressure L2 support environment in the Telecommunications sector for at least 2 years - H
7. The ability to communicate technical information in an accessible manner to non-technical employees - H

Mandatory Criteria if Any with no exceptions to hire
1. Must have worked in a Business to Consumer (B2C) Technical Support team in the Teleco

Work Hours: 8

Experience in Months: 24

Level of Education: Professional Certificate

Job application procedure
Use the link(s) below to apply on company website.
Technical Support Technician

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