Service Support Analyst - Fixnet

Well, we're looking for talented people who share our interests and values. Do you focus on the essential and do what you say? Do you try to make things simple and dare to be original in what you say and do? And most of all, do you excel in providing exceptional service every day?

Workplace:
Crissier

Workload: 100%

• You will ensure smooth activation of the broadband solution, ‘Salt Home’ for residential and business customers.

• You will ensure the fast and effective process of troubleshooting issues post service activation and orchestrate the efficient involvement of the appropriate contact point for each respective issue.
• You will be the technical point of contact for our network partners, fibre distributors and will be responsible to support, as 3rd level, the call centres.
• You will ensure the best “Salt Home” fulfilment success rate and customer experience, take in charge provisioning bugs and incidents, implement work around and follow resolution with development teams and partners, and ensure the most efficient possible operational process.

• Until the customer is up and running, be the technical point of contact for the call centres and partners for complex issues and escalations regarding the activation process

• Identify, investigate and ensure the correction of the issues that prevent the fulfilment to happen properly
• Monitor tickets and reports
• Treat requests by mail and phone

• Once the customer is active, be the technical point of contact for call centres and partners in case of complex incidents or escalations regarding service functionality

• Investigate and follow up on complex incidents and escalations
• Engage the necessary internal support team or/and partners to resolve the incident

• Conduct regression tests for new Internal Software Releases

• Observe and propose changes to improve existing processes
• Propose corrections for recurring issues
• Maintain an accurate documentation and guidelines
• Assure technical support and training to other teams

• Knowledge fix telephony (service and architecture)
• MS Office skills, Excel proficiency
• Familiar with IT service Management and with work collaboration tools :
  Jira, Confluence
• Familiar in interpreting application to application communication language (http, xml)
• Previous experience in similiar role not required but appreciated
• Fluent in English, French and German

Always dreamed of having a job in a diverse and refreshing environment? Then we really need to meet. Please apply online (we only accept online applications).