Tes Support Agent

**1. **OVERVIEW OF THE ROLE**

**Function**:

- Enterprise Specialist support Group products that are sold to Corporate, Business and Government customers by MTN Business. This includes but not limited to APN/VSAT/CUG/LTE/3G/SHARED DATA& VOICE.
- Common career path is to “Supervisor” or “Service Delivery Manager” who manages the overall operational framework of the department
- Hands-on experience in SOC, FTR, MIS, Change Control, Customer Experience and customer handling with excellent English speaking and writing
- Support MTN Enterprise Mobile Corporate, Government Business customers

**Responsibilities are but not limited to;**
- Provide Tier 1 support for VoIP Services
- Provide Tier 1 support for Fibre Services, including dedicated and GPON
- Provide Tier 1 support for Radio Services
- Provide Tier 1 support for Microwave technologies, such as Point-to-point, and Point-to-Multi-Point
- Making outbound calls and receiving calls to assist Corporate, Business & Government Customers
- Provided core 1ST level technical support
- Resolve all Technical escalations for all enterprise customers for all technology, voice, data and messaging products
- Ensure Optimal Service availability
- Update incident and problem Management Systems (remedy/click)
- Ensure an end to end process is followed in terms of query resolution
- Innovating and proactively testing new Technologies with relevant stakeholders to generate insights on what works thus contributing to test & learn culture
- Provide core 2nd level Technical support to all Enterprise Channel Partners
- Attending to issues logged through the mailbox, voice IVR & Crm Queues
- Conduct customer network and service layer troubleshooting as well as the customer network and service configuration i.e. from the Core to the Edge access layer
- Document all interactions with enterprise customers and troubleshooting steps in the TT system.

**SLA COMPLIANCE (SLA TABLE WILL BE PROVIDED)**
- Comply to the ITIL framework
- 6 Hours MTTR (Metro fibres)
- 8 Hours MTTR (Long-haul fibres)
- 4 Hours MTTR (Carrier network equipment)
- MTTR of 24 working hours (Mean time to resolve)
- FCR (first call resolution) 90%
- Abandonment Rate of 5%
- AHT - Average Handling Time 600 seconds (10 minutes)
- ASA 20 Seconds (Average speed of Answer) for calls
- 90% of closed cases in 24 working hours
- 80% of cases closed in less than >24 working hours
- Less than 3 Escalations per month

**2. **COMPETENCE**FRAMEWORK**
- Customer oriented and results focused mindset
- Verbal communication and listening skills
- Telephone etiquette skills
- Ability to work under pressure
- Ability to work flexible hours, as needed
- Openness to change
- High level Technical Support
- Technical troubleshooting skills
- Technical reporting skills
- Technology driven, analytical & Proactive mentality
- Teamwork mentality
- Able to work Shifts
- Having managerial capabilities

**3. **EDUCATION AND QUALIFICATION REQUIREMENTS**

**Minimum Requirement**
- Matric
- Certified or worked on ITIL Environment before
- Degree / Diploma in Information technology or Telecommunications
- At least 1 IT certification (Cisco/VPN/APN/MCSE, MCSA)
- CCNA Certified
- Knowledge on DNS and IP Address leasing/allocation
- 1+ years’ experience in IT support or Telecoms support (Networks, Business support or customer service)
- Experienced in outbound call handling activities
- High Level Technical knowledge
- Knowledge of telecommunications products and services e.g APN, VSAT
- Excellent spoken command of English language