Network & Customer Support Team Leader at Avertis Solutions Ltd

Key responsibilities and decision ownership:

Strategic:

• Improvement in customer support quality by monitoring and evaluating customer support strategies, and customer-service standards, analyzing results, completing audits, identifying customer service trends, determining system improvements, and implementing necessary changes.
• Spearhead alignment for customer-facing resources through training, scheduling, coaching, communicating job expectations; planning, monitoring, appraising, and enforcing policies and procedures.
• Determines client’s customer service requirements by maintaining contact, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, and analyzing information and applications.
• Customer communication: uses his/her knowledge and superior experience in replying to complex customer issues, efficiently dealing with any faults and complaints to achieve customer satisfaction.
• Maximize customer support operational performance through the provision of technical advice to the Network & Customer Support team, detecting and diagnosing customer support issues, and analyzing and solving those issues.
• Knowledge management: Always improve team skills while leveraging on new tools and technologies that will lead to efficient operations.
• Contribute to keeping an active inventory of customer records, performance, satisfaction, and premise devices.
• Implement customer support policies and procedures and continuously review the effectiveness of the existing processes and procedures.
• Keep management and staff updated on the latest customer support trends and practices in order to keep the business ahead of competitors in the industry, enabling the company's advanced customer acquisition and retention.

Key performance indicators:

• Resolve more than 98% of tickets escalated by Customers within SLA.
• Achieve greater than 80% proactivity.
• Ensure that 99% of customer LOS tickets are resolved within the stipulated SLA of 24 hours.
• Communicate changes to internal and external Customers, document work instructions, and review configuration scripts for changes and impact on customers.
• 100% tracking of resolution and Root Course Analysis of Customer-related tickets by the team.
• Documentation of all fault resolutions and work instructions and upload on the central knowledge management database.
• Ensure every member of the team has a detailed and relevant job description.
• Ensure 100% adherence to departmental Standard Operating Procedures and Company Policies.
• Ensure 100% accuracy in the quality of information given out to customers. (Internal and external)
• Ensure Timely and accurate communication is maintained all the time on daily reporting.

Core competencies, knowledge, and experience:

• Attention to detail.
• Good Communication and interpersonal skills
• Troubleshooting and problem-solving skills.
• Excellent documentation and reporting skills
• Good working knowledge in network performance management and understanding of network measurement gathering and analysis in fixed data.
• Good working knowledge of fixed data network solutions, System Operations & Maintenance, IP Planning, and Operational practices.
• Ability to work with cross-functional teams.

Must have technical/professional qualifications:

• Bachelor’s degree in Computer Science, Electrical, Electronics, or any Telecom-related field.
• At least three (3) years experience in Technical Support and a minimum of two (2) years of Customer Support Management experience, preferably in an Internet Service provider, enterprise environment, or equivalent.
• Proven customer service/support skills with internal and external customers.
• Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, and log file analysis.
• Involvement in implementing and supporting products and solutions in an enterprise environment, ISP, or equivalent.
• Effective use of people and performance management tools to meet quality targets.
• Working knowledge of process improvement practices.
• Good understanding of data analysis through querying of relational databases.