L1 Technical Support Advisor
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 technical complaints manager. And ensure enterprise customer is always kept informed on 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 customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
Provide support and handle all the fixed level 1 activities included and not limited to:
- Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7.
- Call customers for 1st level troubleshooting
- Book appointment booking for field visit if need
- Monitor SLAs across multiple field vendors and areas
- Tracking trouble tickets are closed within agreed SLA – 24 Hours. This is including field visit
Qualifications:
- Engineering degree in telecommunications
- ITIL or PRINCE2 certifications are preferable
- Alcatel NRS1 or NRS2 certifications or Cisco Equivalent certifications
Experience:
- Minimum 5 Years of relevant experience in Fixed Operations with telecom Vendors /Operator, 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 troubleshooting guide based on the use case scenarios with good email writing skills and understand technical resolutions & RCA’s when it comes to customer communication
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