Overview
Part of a team that serves as a single point of contact for customer support. Responsible for managing and controlling customer network-related complaint tickets, including but not limited to ticket handling, progress tracking, coordination with technical support for complex cases, analysis, and process improvement recommendations. Also responsible for handling network-related requirements from the commercial team, including leading new business testing and preparing network-related reports.
Functions and Responsibilities
- Complaints Handling: Troubleshoot tickets concerning service unavailability and degradation, provide root cause analysis and coordinate to higher- level support for cases beyond role capabilities. Track ang resolve incidents and complaints within agreed SLA.
- Collaboration and Escalation: Coordinate with Commercial team to translate customer needs into feasible technical solutions
- Documentation and Reporting: Maintain accurate records of customer issues as well as troubleshooting guidelines and processes. Provide timely reports for data analysis and tracking complaints.
- Business Support: Act as point of interface between Commercial team and Network team to ensure seamless delivery of services and products being offered by the company. Provide pre-sales and post-sales technical assistance to support business growth while maintaining customer satisfaction
- Customer Experience: Ensure customer retention by assisting to resolve technical issues quickly.
- Administrative Task: Optimize system and practices to improve efficiency of work. Contribute ideas to enhance the overall quality of work.
Employment Standards
- Minimum of two (2) years of work experience in the telecommunications industry
- Flexible to work in a 24x7 shifting schedule and willing to do work overtime.
- Holds a university degree in Engineering or an IT related field.
Job Skills & Qualifications
- Knowledge of computer communication networks with a strong telecommunications background
- Familiarity with various wireless technologies, including LTE, VoLTE, NB-IoT, and 5G NR
- Excellent problem-solving and analytical skills to resolve issues and challenges
- Customer-oriented, highly self-motivated, proactive, and able to work under pressure
- Network-related certifications are a plus
