Mission Statement for the Role:
Level 2 in-depth troubleshooting and back-end analysis
with the aim of providing solutions and recommendations for both customer and
technical related incidents.
Overall
Responsibility:
To address and resolve technical escalations from the
contact center, support field service partners and follow up on network
downtimes with the NOC team.
Financial:
None
People:
Individual Contributor
Key SMART Results for A-Player Success
Ensure all technical issues escalated
from Level 1 teams are resolved within 1 hour with detailed updated respective
tickets – By the end of Q4 2024
Escalate 100% issues and patterns
associated with network performance and availability to the NOC team for
resolution at the end of every 8-hour shift (E.g. sector load/performance
issues) – By the end of Q4 2024
Ensure that all escalated issues with
common problems & root causes are identified and proposed resolutions
communicated with NOC / Level 1 teams within 1 hour – By the end of Q4
2024
Ensure all customer complaints that
can be resolved on first call resolution are identified and shared to the
Technical Operations Manager, at the end of every 8-hour shift, for training of
L1 team – By the end of Q4 2024
Address all technical issues escalated
in regard to installation and field support by service partners within 10
minutes during working hours – By the end of Q4 2024
Support in the creation, management
and adherence of detailed departmental documentation and processes – By
the end of Q4 2024
Level
of Management Experience Required (Mandatory & Nice to Have)
None
Department
stage of development where this role sits
Scaling
Key Competencies (H, M, L)
Have knowledge of routing, switching
protocols, IT systems and radio frequency – H
Results-oriented with a track record
of working in high-pressure Business to Consumer (B2C) technical support
environment – H
Exceptional interpersonal, verbal and
written communication, and conflict resolution skills – H
Customer-focused with strong
analytical, troubleshooting & problem-solving skills – H
Have experience using CRM and remote
support tools, with demonstrated end to end ownership of escalated customer
issues – H
Have experience working within a
fast-paced high pressure Level 2 support environment in the Telecommunications
sector for at least 2 years – H
Ability to communicate technical
information in an accessible manner to non-technical employees – H
Mandatory
criteria if any with no exceptions to hire
Must have worked in a Business to
Consumer (B2C) technical support team in the telecommunications sector for 2+
years
How To Apply
