Vodafone Qatar
Fixed L1 Technical Support Advisor
🇶🇦 Doha, Qatar🏢 On-site
L1 SupportCRMTroubleshootingSLA ManagementTechnical Support
At a Glance
- Category
- 💻 Technology
- Level
- Mid-Level
- Type
- Full-time
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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.
- Performs related tasks consistent with skills and abilities and general responsibilities as assigned 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
- •Ability to track and review technical complaints per customer segment
- •Experience logging customer interactions and field activity in CRM tools
- •Ability to identify root causes for technical tickets
- •Ability to monitor SLAs across multiple field vendors
- •Availability to work 24x7 operating hours
Responsibilities
- •Provide support to close enterprise fixed and managed service complaints in agreed SLAs
- •Track and review technical complaints with the technical complaints manager
- •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 customer escalations
- •Ensure all technical inventory provisioned for customer is tracked and access controlled
- •Ensure field teams from sub-contractors and managed service vendors follow standard operating procedures
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Spot the Problem
- Find what's costing you interviews at Vodafone Qatar
- Get every weak line rewritten
- Download a CV written for the Gulf
Free check in 60 seconds. Fixes $5.88 one-time, only if you want them.
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.