Senior Connectivity Support Specialist

4 days ago


Johannesburg, Gauteng, South Africa Vox Telecommunications Full time
Job Description

We are seeking a highly skilled Senior Connectivity Support Specialist to join our team at Vox Telecommunications. In this role, you will be responsible for providing top-notch support to our customers, ensuring that their connectivity needs are met efficiently and effectively.

Responsibilities
  • Adhere to all company policies, procedures, and standards to deliver exceptional customer service.
  • Identify, prioritize, and resolve incidents or service requests in a timely manner, ensuring that customers receive the best possible experience.
  • Monitor and track all connectivity support functions, including tickets, calls, complaints, and mail queries from customers, as well as coordinating with Level 1 and Level 2 Support engineers.
  • Contribute to problem resolution by providing hands-on support to managers and other team engineers, enabling first-call resolution for customers.
  • Support colleagues in the Connectivity Support Desk to ensure they provide the best possible resolutions to customer problems, resulting in first-call resolution.
  • Ensure that incidents and service requests are managed effectively, aligning with company policies and procedures to achieve technical standards, timelines, and first-call resolution targets.
  • Maintain consistent performance against internal KPIs of 80% or above, exceeding targets where possible.
  • Continuously drive down incident levels while increasing positive customer experiences, following correct procedures and delivering resolutions on the first call.
Requirements
  • Demonstrate strong technical knowledge and skills in connectivity support.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, managers, and colleagues.
  • Able to work in a fast-paced environment, prioritizing tasks and managing multiple incidents simultaneously.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
Benefits

We offer a competitive salary of $65,000 - $85,000 per annum, depending on experience, as well as opportunities for professional growth and development within our company. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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