Technical Support Representative (Fiber)
Satellite Office Solutions Pty Ltd
Philippines
6d ago
source : Monster

Job Description :

WHAT WOULD THE HIRE BE RESPONSIBLE FOR?

  • Follow agreed operational processes & procedures
  • Ensure all activity and relevant information is accurately recorded in the service-desk system, including updating tickets with notes in all instances
  • Actively look for ways to improve products, processes, efficiency and support capability
  • Communicate unplanned outages & scheduled maintenance in accordance with agreed procedures (both product and internal systems)
  • Test and document workarounds
  • Respond to faults and service issues within agreed SLA
  • Rectify faults and service issues within agreed SLA
  • Communicate fault status to end-customers and service providers within agreed SLA
  • Own issues and queries end to end, provide a single point of contact
  • Engage internal and external parties to drive issues through to resolution
  • Pro-actively monitor recurring issues via intensive care program
  • Process service Moves, Adds & Changes (MACs) within agreed SLA
  • Interface with networks team to ensure pro-active monitoring of core network nodes. Current queue worked include NBN
  • residential and business customers only but may expand
  • Identify training needs for self, colleagues and service providers and work with L&D to resolve
  • Ensure Knowledgebase and other documentation is relevant & accurate
  • Recommend updates to training documentation and modules as required
  • Deliver training in conjunction with L&D as requested by Line Manager and / or Senior Management
  • Educate the customer where possible, regarding issue resolution to enable self-resolution in future
  • WHAT IS NEEDED TO QUALIFY?

  • 2 + years experience in a comparable role
  • Exposure in doing Technical Support for a Telecommunications Company, supporting NBN or Fiber.
  • Experience supporting PBX and hosted voice is a BIG advantage, but not required
  • Excellent Communication skills and Customer Service Orientation
  • Experience in supporting an Australian Telecommunication company and knowledge is a BIG advantage but exposure to support other Telecommunication companies is a Must.
  • Apply
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