Technical Administrator: Ffo
2 weeks ago
Jurumani offers an environment where creativity and the practice of building things is believed to be fundamentally useful to both the Client and Jurumani Solutions.
Providing opportunity to focus on making products and business operating capabilities work, which means we often are more concerned with how systems align, orchestrate and integrate to achieve business outcomes than any single point solution, essentially building systems that make fixed and mobile telecoms services work for the consumer and enterprise markets.
The Technical Administrator is responsible for support, quality assurance and problem resolution of Network incident requests and to offer additional support to the Technical Officers.
Duties and Responsibilities:
- Assist proactively with hub / CPE access for field engineers.
- Assist all regions with Force link creations and Work Orders
- Provide ETA to clients and update with revised ETAs
- Assist Express Lane and VIP teams with Tech onsite support.
- Assist with the Billing Admin for Vendors
- Quality assurance.
- Providing objective feedback to support teams and line management.
- Problem solving.
- Working on multiple projects at one time.
- Document analysis and communicating findings to technical and nontechnical colleagues.
- Liaising with other support teams.
- Manage SR escalations and urgent requests.
- Analyze and understand daily Broadband service request reports for appropriate action.
- Ensure accurate completion of customer service requests and followup to ensure queries are resolved timeously, as per service level agreement.
- Provide effective, efficient and professional service to all our customers (internal and external), both telephonically and through written correspondence.
- Ensure customer service level agreements are met and exceeded.
- Consistent achievement of agreed productivity as per performance contract Display a customer centric attitude. Handling inbound and outbound calls to and from customers.
- Available and onduty 85% of their shift.
- Answer inbound calls in a timely manner and assist customers through troubleshooting and 1st line checks.
- Logging calls on behalf of the customers and route the calls to correct support team for resolution.
- Escalate situations involving dissatisfied customers to the correct support teams.
- Completing/updating templates and call activities on the Siebel call logging system.
Minimum Requirements:
- High school diploma or equivalent.
- Computer literacy
- Strong communication skills both written and verbal.
- Exceptional customer service, active listening, and professional phone voice
- Strong time management and organizational skills
- Troubleshooting skills, either basic or advanced
- Understanding of company products, services, policies and systems
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