Key accountabilities and decision ownership:

• Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with the technical complaints manager. And ensure the enterprise customer is always kept informed on the technical complaint status.
• Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
• Ensure all technical inventory provisioned for the customer is tracked and access-controlled. Also, ensure field teams from the sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaints from customers.
• Perform any additional project, task or activities assigned/delegated by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
• Provide support and handle all the fixed level 1 activities, including and not limited to:
  • Receive customer complaints over call or through the ticketing tool. Operating hours for the team are 24×7.
  • Call customers for 1st-level troubleshooting
  • Book an appointment for a field visit if needed
  • Monitor SLAs across multiple field vendors and areas
  • Tracking trouble tickets are closed within the agreed SLA – 24 Hours. This includes a field visit

Qualifications Educational Qualification:

An engineering degree in telecommunications

Professional Certifications and Licensure:

• ITIL or PRINCE2 certifications are preferable
• Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications are an advantage

Knowledge and Experience:

• Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors /operators, with strong follow-up skills and an ability to organize applicable department timelines and follow up with internal and external customer needs
• Knowledge to create training material and a troubleshooting guide based on the use case scenarios, with good email writing skills and understanding technical resolutions & RCA’s when it comes to customer communication