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Fixed L1 Technical Support Advisor at Vodafone Qatar

Doha, , Qatar -

Full Time

Start Date

Immediate

Expiry Date

28 Sep, 26

Salary

0.0

Posted On

30 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

L1 Technical Support, Troubleshooting, SLA Management, CRM Tools, Root Cause Analysis, Vendor Management, Network Operations, Customer Communication, Technical Documentation, Incident Management

Industry

Telecommunications

Description

Key accountabilities and decision ownership: * Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status. * Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations * Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer. * Perform any additional project, task or activities assigned/delegated by the Line Manager. And perform regular health checks to avoid uncontrolled outages. * Provide support and handle all the fixed level 1 activities included and not limited to: * Receive customer complaint over call or through ticketing tool. Operating hours for team are 24x7. * Call customers for 1st level troubleshooting * Book appointment booking for field visit if need * Monitor SLAs across multiple field vendors and areas * Tracking trouble tickets are closed within agreed SLA – 24 Hours. This is including field visit

Responsibilities

Provide Level 1 technical support for enterprise fixed and managed services to resolve complaints within agreed SLAs. Coordinate with field vendors and perform health checks to prevent uncontrolled outages.