Network service support analyst
Workload : 100%
Well, we're looking for talented people who share our interests and values. Do you focus on the essential and do what you say?
Do you try to make things simple and dare to be original in what you say and do? And most of all, do you excel in providing exceptional service every day?
You will be the technical point of contact for network and will be responsible to manage the customer complaints from call centres, the service requests from the business, and to support the 3rd party partner’s requests.
You will be the technical point of contact to perform the roaming tests in collaboration with the roaming partners, from the service requests done by the business (international and roaming department), up to the commercial launches.
You will be in charge of the Fixnet activation and assurance support team, having the main missions : to ensure the best Salt Fiber fulfilment success rate and customer experience, to take in charge provisioning bugs and incidents, implement work around and follow resolution with development teams and partners, and ensure the most efficient possible operational process.
Service Desk - Service Support
Act as a single point of contact for technical issues and network complaints coming from the business, call centers, 3rd parties and act as the first escalation level for incident management.
Manage incidents and complaints from their reception to the confirmation of the resolution by the customer / requestor.
Provide first level resolution actions. Engage and follow with second level support when needed. Follow up on long lasting incidents.
Create and maintain the service desk Support procedures and guidelines.
Act as a single point of contact for roaming requests coming from the business.
Perform the concerned test books in collaboration with the business and the roaming partners. In case of test failure, investigate and engage the appropriate support group or liaise with the partner to resolve the incident.
Assist the support group and the partners in the resolution of the test incident.
Assist in the incidents, complaints and requests from call center, business or partners in relation with Roaming and international aspect.
Fixnet Activation Support
Ensure on daily basis the good fulfilment success rate, treat the provisioning errors, Identify, investigate and ensure the correction of the issues that prevent the fulfilment to happen properly.
Be the point of contact for call centres and partners in case of complex incidents or escalations.
Investigate and follow up on complex incidents and escalations, engage the necessary internal support team or / and partners to resolve.
Maintain the documentation and guideline
The network service support analyst will mainly act following guideline and procedure. For the unknown service request, incident or complaint, the network service support analyst will be able to identify the way to proceed based on his mobile and fix network service knowledge and address the concern to the right recipient in order to not block its treatment.
What you bring
Knowledge of mobile and / or fix telephony (service and architecture), experience in a Telecoms environment.
2 years’ experience in minimum one key activity (Network service desk, Fixnet activation support or Roaming test).
Fluent in English and French, German an asset