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.