Vodafone Qatar
Fixed L1 Technical Support Advisor
🇶🇦 Doha, Qatar🏢 On-site
Technical SupportCRMSLA ManagementTroubleshootingIT Support
At a Glance
- Category
- 💻 Technology
- Level
- Mid-Level
- Type
- Full-time
Stand Out
- Get to the top of Vodafone Qatar's applicant pile
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60 seconds. $5.88 one-time.
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
- •Ability to provide support for enterprise fixed and managed service complaints
- •Experience with CRM tools for logging interactions
- •Ability to identify root causes for technical tickets
- •Experience monitoring SLAs across multiple vendors
- •Ability to perform regular health checks to avoid outages
- •Experience in 1st level troubleshooting over calls
Responsibilities
- •Provide support to close enterprise complaints within agreed SLAs
- •Track and review technical complaints per customer segment
- •Keep enterprise customers 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
- •Seek support from technical complaint manager in case of escalations
- •Ensure technical inventory is tracked and access controlled
- •Ensure sub-contractor and managed service vendor teams follow SOPs
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Stand Out
- Get to the top of Vodafone Qatar's applicant pile
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
Vodafone Qatar
1000-5000 employees
Vodafone Qatar provides mobile, fixed-line, and digital services to consumers and businesses. It is a major player in the Qatari telecommunications market.