To undertake all Broadband Support related activities in support of the Broadband Products.
To undertake quality assurance (QA) and control checks during support activities to ensure broadband set-up, delivering a solution fit for purpose, consistent, and compliant with the business standards and guidelines.
Ensure customer solution modifications are fully regression tested and delivered within committed time to customer or within SLA.
To attend meetings with customer and business when required.
Monitor task execution and ensure results are recorded and feedback provided.
Prepare and maintain relevant documentation, including activity schedules, step by step procedure guide, narrative and written reports, and visual progress charts.
Liaise with and assist relevant broadband support teams with planning, provisioning and testing activities, problem resolution and root cause analysis.
Take responsibility for: time management; reporting and monitoring; risk management; issue management; QA and change management.
Support other team members and associated IT and business resources as appropriate and when required.
Continually update skills by learning new technologies and techniques relevant to the role.
Participate in continuous improvement.
Promote and advocate best practices within the team and throughout the business
Analyze daily broadband service request reports and ensure appropriate action is implemented to manage SR resolution according to SLA s
Manage Escalation and Urgent service requests and directed by the Technical Leads within the specified time
Identify and define new process improvement opportunities
Managing service requests (SR) from SRM to closure as per prescribed method
Troubleshooting and Accurately troubleshooting faults
Assigning SRs in correct method to 3rdline support
Feeding back to customer within committed timeline
Resolving SR within committed timeline
Feeding back root cause to all stakeholders that are interested in RCA
Writing root cause analyses reports
Demand and resource planning
Reviewing documentation
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 non-technical 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 follow-up 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
Technical Skills and experience:
Matric minimum requirement
National Diploma/Degree in a scientific/information technology discipline (beneficial)
CCNP certification
ITIL Foundations (beneficial)
At least three years customer service experience in a technical role (essential) and Broadband technologies
At least 3 years 2nd Line Support experience
SD-WAN experience (beneficial)
Practical and systematic approach to work beneficial
Telecommunications industry experience
Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
MUST be willing to work 24/7 rotational shifts
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