Fibre Network Support Specialist - Johannesburg, South Africa - Adcorp Holdings

Adcorp Holdings

Verified Company

Johannesburg, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

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Description

Synopsis

My client is seeking a Fibre Network Support Specialist to take ownership in the resolution of all customer escalations sent to the Fibre Escalations team within the stipulated timeframes and SLA's.

Most importantly to conduct root cause analysis and manage trends by implementing process improvements throughout the business. The individual will be accountable for the end-to-end resolution of customer escalations.
This is a 6-month
contract.

Qualification and Experience

3 years Degree/Diploma in Engineering or IT Studies required
Minimum 3 years relevant working experience in customer care and/or retail environment is essential
Minimum 3 years' experience in dealing with escalated queries
Understanding of CRM system functionality
Telecommunication (fibre) experience will be an advantage.

Roles and Responsibilities

Manage end to end customer escalations ensuring first time resolution of all escalations and maintain optimal resolution turnaround times.
Analyse customer escalations trends and identify process or system improvements.
Provide root cause analysis for escalations and identify and implement improvements.
Interpret and analyse management information and statistical reports related to escalations and propose action plans.
Provide high quality support and service to external and internal clients, including the company Chief's, ME's, etc.
Ensure prompt facilitation/feedback from the relevant resolution channel within the agreed SLA's.
Maintain relationships with internal and external relevant role players in accordance with area dependencies.
Provide feedback and recommendations to management/role players of identified trends.
Continuous follow up must be implemented to ensure that the relationship is maintained.
Execute and meet the outputs in accordance with strategic targets.
Ensure the principals of connect, own and solve is taken into account when dealing with the query.
Ability to Execute Ad-Hoc Projects whilst maintaining a highlevel service delivery.

Job Reference:
TCN01465