Fixed L1 Technical Support Advisor
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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.
• Perform any additional project, task or activities assigned/delegated 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
Requirements
- •Provide support for enterprise fixed and managed service complaints
- •Track and review technical complaints
- •Keep enterprise customers informed on complaint status
- •Log customer interactions and field activity in CRM
- •Identify root causes for technical tickets
- •Handle Level 1 troubleshooting
- •Book appointments for field visits
- •Track trouble tickets to ensure closure within SLA
Nice to Have
- •Experience with 24x7 operating hours
- •Experience with field visit booking
- •Understanding of uncontrolled outages
Responsibilities
- •Close enterprise fixed and managed service complaints
- •Derive solutions to reduce technical complaints
- •Seek support from technical complaint manager for escalations
- •Ensure all technical inventory is tracked and access controlled
- •Ensure field teams follow standard operating procedures
- •Perform regular health checks to avoid outages
- •Receive customer complaints over call or ticketing tool
- •Monitor SLAs across multiple field vendors
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- Find what's costing you interviews at Vodafone Qatar
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60 seconds. $3.99 one-time.
Vodafone Qatar provides mobile, fixed-line, and digital services to consumers and businesses. It is a major player in the Qatari telecommunications market.
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