Technical Connectivity Specialist
2 days ago
Vox Telecommunications is a dynamic organization that strives to deliver exceptional customer service experiences.
Salary InformationThe estimated annual salary for this role is around $65,000-$80,000, depending on location and experience.
Job DescriptionWe are seeking an experienced Technical Connectivity Specialist to join our team. As a key member of our Connectivity Support Desk, you will play a vital role in ensuring the smooth operation of our connectivity services.
Your primary responsibilities will include:
- To Adhere to Company Policies and Procedures: You will be expected to adhere to all company policies, processes, and procedures created by Exco to ensure excellent customer service experiences.
- Incident Management: You will identify, prioritize, and resolve incidents or requests for service received from customers in need of resolution to their problems.
- Monitoring and Tracking: You will monitor, track, and coordinate all Connectivity Support functions, including tickets, calls, complaints, and mail queries from customers and/or Level 1 Support engineers.
- Collaboration and Contribution: You will contribute to problem resolution by providing hands-on support to managers to enable first-call resolution for customers.
- Team Support: You will support other team engineers to help them provide the best possible resolutions to customer problems, resulting in first-call resolution.
- Effective Incident Management: You will ensure incidents and service requests are managed effectively, adhering to company policies and procedures to agree upon technical standards, timelines, and first-call resolution.
- Performance Metrics: You will strive to maintain consistent performance against internal KPIs targets of 80% or exceed performance.
- Customer Satisfaction: You will continually drive down incident levels while increasing positive customer experiences according to the customer survey process by following correct procedures and resolving customer problems on the first attempt.
To succeed in this role, you will require:
- Exceptional Customer Service Skills: You must have a proven ability to deliver outstanding customer service experiences.
- Technical Knowledge: You should have strong technical knowledge of connectivity systems and networks.
- Problem-Solving Skills: You must be able to identify, analyze, and resolve complex technical issues.
- Communication Skills: You should possess excellent verbal and written communication skills.
We offer a competitive salary package, including benefits such as health insurance, retirement plans, and paid time off.
OthersThis role offers opportunities for career growth and professional development within a dynamic organization.
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