Gold Club Technical Support Team Leader
Vodafone
Athens, GR
πριν από 2 μέρες

Role purpose :

The scope of the role is to facilitate the operations of the Gold Club team, which provides technical support to the VIP Corporate customers for Fixed, Cloud & ICT services.

Key accountabilities and decision ownership :

  • Lead the Gold Club technical support team, which directly liaises with Enterprise Customers, 2nd level support and VF partners for the resolution of technical issues.
  • Perform all required actions and improvements to achieve KPIs and SLAs, being reported to Gold Club Customers.
  • Organise training sessions and troubleshooting flows to keep the team up to date concerning new services, systems and technologies.
  • Work to improve technical skills in order to promote resolution without escalation to 2nd level.

  • Lead the handling of incidents affecting Gold Club Customers and the communication with Technology and VBU to ensure prompt recovery and minimum impact.
  • Handle and always keep updated the company tools, necessary for proactive monitoring and effective troubleshooting.
  • Gold Club team responsibilities :

  • Call reception for Fixed, Cloud & ICT technical issues reported by Gold Club customers.
  • Proactive monitoring for Fixed, Cloud & ICT services of the Gold Club customers.
  • 1st level technical troubleshooting on all Fixed, Cloud and ICT services of the Gold Club customers.
  • Periodic update of the Gold Club customers on the progress of the open technical issues.
  • SLA monitoring & management escalation to prevent SLA violations for the Gold Club customers.
  • Reporting analysis & chronic issues identification.
  • Core competencies, knowledge and experience :

  • Advanced technical education with qualifications in telecommunications, electronics and computing. TEI or University degree.
  • At least 3 years experience in administration of technology services (Connectivity Services & Fixed Telephony).
  • Broad experience of supporting major corporate customers through teams, suppliers, contractors and integrators.
  • Very good organizational, analytical and interpersonal skills.
  • Passion for advanced customer service.
  • Prompt problem solving capability, self-motivation, can do attitude
  • Excellent command of written and spoken English.
  • Must have technical / professional qualifications :

  • Technical knowledge of fixed voice, Internet and connectivity network operation.
  • Knowledge of Microsoft Office programs (Word, Excel, PowerPoint).
  • Cisco certification (CCNA, CCNP, etc) is desirable.
  • Αναφορά αυτής της εργασίας
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