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Engineer: Level 3 Connectivity Support

1 month ago

Johannesburg, South Africa Vox Telecommunications Full time
  • To adhere to all Vox policys, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
  • To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
  • To monitor, track and coordinate all Connectivity Support functions including tickets, calls, complaints and mail queries from customers (Including Advanced SLA) and/or Level 1 and Level 2 Support engineers.
  • To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers.
  • To support the other team engineers of the Connectivity Support Desk in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
  • To ensure incidents and service requests are managed effectively to the companys policies and procedures to agree upon Technical standard, timeline and first call resolution
  • To ensure consistent performance to internal KPIs targets of 80% or to exceed performance.
  • To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.