Role purpose :
The scope of the role is to perform Converged Telephony and Legacy Services support in direct contact with Business Customers, field technicians and 2nd level support teams.
Key accountabilities and decision ownership :
Troubleshoot and resolve customer technical issues which arise after service activation
Perform all required actions in order to support Converged Telephony and Legacy Services to customer, doing also all Vodafone internal coordination activities that follow the troubleshooting process.
Organize field technician visits to customer premises in order to perform all appropriate actions.
Perform Services Proactive Monitoring and run health checks
Send technical incident reports to Business customers
Core competencies, knowledge and experience :
2- 3 years of experience in administration of technology services (Fixed telephony - PBX administration- Internet solutions)
Familiar with Transmission / Transport, IP Networks
Very good organizational, analytical and interpersonal skills
Logical approach to problem solving and self-motivation
Ability to retain knowledge and cross-match new problems with previous ones (Problem-solving skills)
Broad experience of supporting major corporate customers
Must have technical / professional qualifications :
Technical education with qualifications in telecommunications, electronics and computing.
Thorough knowledge, end to end, of fixed voice / Internet telecommunication network operation
Knowledge of Microsoft Office programs (Word, Excel, PowerPoint)
Cisco certifications (CCNA, CCNP, etc) will be considered as an asset
A good command of written and spoken English
Key performance indicators :
NPS and tnps
Response & Resolution time
KPIs according to customer needs