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Customer Complaint Technician
Eingestellt von First Point Group
Gesuchte Skills: Support, Network
Projektbeschreibung
Customer Complaint Technician
If you are considering the challenge of a new role in a rapidly growing global company, our Service Quality Management Centre is seeking a Customer Complaint technician with a "can do spirit" to deliver excellent services to our customers together with our Managed Services Team. This is an excellent opportunity to become part of a great team and to develop and grow together with our company.
Tasks and responsibilities include:
- Handling escalated customer complaints for the 2G, 3G, 4G RAN Networks, as well as for fixed networks.
- Analysing statistics and other data in order to identify service affecting faults in the networks.
- Monitoring network's KPIs and performing daily analysis and troubleshooting for customer quality issues.
- Take lead in complex network investigations resulted from customer complaints trend analyses and/or initiated by Customer Support escalations.
- Follow up on all customer trouble tickets
- Management of SLAs and KPIs related to Customer Complaint Process, including reporting.
- Providing answers and solutions to customer support and operations management.
- Being involved in quality control processes
- Providing efficient and continuous information flow towards our customers
- Ensuring the delivery of daily, weekly and monthly reports.
An ideal Customer Complaint Technician will hold the following skills:
- 2-5 years of working experience in Telecom, preferably in a Network Operation Centre and/or other customer technical support, 2nd line Back Office functions
- Must speak Swedish and English
- You have an analytical understanding; ability to put customer experience in focus and to deliver high quality results.
- We expect you to have lots of energy and be able to handle stressful situations.
If you are considering the challenge of a new role in a rapidly growing global company, our Service Quality Management Centre is seeking a Customer Complaint technician with a "can do spirit" to deliver excellent services to our customers together with our Managed Services Team. This is an excellent opportunity to become part of a great team and to develop and grow together with our company.
Tasks and responsibilities include:
- Handling escalated customer complaints for the 2G, 3G, 4G RAN Networks, as well as for fixed networks.
- Analysing statistics and other data in order to identify service affecting faults in the networks.
- Monitoring network's KPIs and performing daily analysis and troubleshooting for customer quality issues.
- Take lead in complex network investigations resulted from customer complaints trend analyses and/or initiated by Customer Support escalations.
- Follow up on all customer trouble tickets
- Management of SLAs and KPIs related to Customer Complaint Process, including reporting.
- Providing answers and solutions to customer support and operations management.
- Being involved in quality control processes
- Providing efficient and continuous information flow towards our customers
- Ensuring the delivery of daily, weekly and monthly reports.
An ideal Customer Complaint Technician will hold the following skills:
- 2-5 years of working experience in Telecom, preferably in a Network Operation Centre and/or other customer technical support, 2nd line Back Office functions
- Must speak Swedish and English
- You have an analytical understanding; ability to put customer experience in focus and to deliver high quality results.
- We expect you to have lots of energy and be able to handle stressful situations.
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges