Testing Activation and Escalation
Accenture
Manila, Philippines
2d ago

Job description

The Network Engineer provides functional and / or technical support for resolution of customer problems, incidents, issues, requests and queries.

They liaise with other support teams, or product teams as required to resolve issues in a timely manner.

  • Receives and logs customer circuit issue and ensures proper documentation
  • Performs customer problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
  • Performs incident notification and escalation to ensure issues are communicated effectively and receive proper management attention
  • Develops and maintains knowledge of customer and customer specific business environment
  • Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-
  • the-job training and classroom training

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