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الوصف الوظيفي ROLE PURPOSE: This role will be responsible for managing technical complaints coming from Enterprise fixed managed service customers with aim to drive customer satisfaction and reduce churn due to technical issue. Technical support lead is expected to provide technical capabilities to team to be able to remotely fix customer issue, and this provide better customer experience. Individual is expected to closely work with technology team to provide permanent fix to repeated complaints. Technical support lead would be responsible to update technical troubleshooting content for frontline teams – Retail and call centre Individual would be required to operate and review multiple field vendor’s who visit customer premises to fix technical issues. Key accountabilities and decision ownership; · Accountable to close enterprise fixed managed service complaints in agreed SLA’s · Technical training for frontline team’s – retail and call centre · Creating technical troubleshooting content for frontline teams · Own field service experience of technical support visits, in terms of customer handling skills, technical communication skills, vodafone way of communication · Engage supply chain team to negotiate support visit cost of field vendors · Identify top reasons/ root cause for fixed line tickets and derive solutions to reduce fixed technical complaints · Drive operational governance meetings with managed service vendors · Organize regular meetings with product team to give overview on technical complaints received for managed services المهارات Core competencies, knowledge and experience: · More than 3 years’ experience in service or telecommunication industry · Good knowledge in IP, Routing, Fixed Access · Strong Communication, Analytics Investigative Skills · Be proactive in regards to the improvement of processes and procedures. · Strong leadership quality with communication skills & people management skills required. Must have technical / professional qualifications: · Engineer degree – Computers, Electronic, Electronic & Telecommunication, IT, or equivalent · Good knowledge in IP, Routing, , Fixed Access · Strong analytical reasoning and problem solving skills, proactive, self-motivated and able to manage own time and priorities تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/fixed-l1-enterprise-technical-support-advisor-4348624/ |
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