Technical Support Technician at Poa Internet

Mission Statement for the Role: 

Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical related incidents.

Overall Responsibility: 

To address and resolve technical escalations from the contact center, support field service partners and follow up on network downtimes with the NOC team.

Financial:

None

People:

Individual Contributor

Key SMART Results for A-Player Success

• Ensure all technical issues escalated from Level 1 teams are resolved within 1 hour with detailed updated respective tickets - By the end of Q4 2024
• Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (E.g. sector load/performance issues) - By the end of Q4 2024
• Ensure that all escalated issues with common problems & root causes are identified and proposed resolutions communicated with NOC / Level 1 teams within 1 hour - By the end of Q4 2024
• Ensure all customer complaints that can be resolved on first call resolution are identified and shared to the Technical Operations Manager, at the end of every 8-hour shift, for training of L1 team - By the end of Q4 2024
• Address all technical issues escalated in regard to installation and field support by service partners within 10 minutes during working hours - By the end of Q4 2024
• Support in the creation, management and adherence of detailed departmental documentation and processes - By the end of Q4 2024

Level of Management Experience Required (Mandatory & Nice to Have)

None

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• Have knowledge of routing, switching protocols, IT systems and radio frequency - H
• Results-oriented with a track record of working in high-pressure Business to Consumer (B2C) technical support environment - H
• Exceptional interpersonal, verbal and written communication, and conflict resolution skills - H
• Customer-focused with strong analytical, troubleshooting & problem-solving skills - H
• Have experience using CRM and remote support tools, with demonstrated end to end ownership of escalated customer issues - H
• Have experience working within a fast-paced high pressure Level 2 support environment in the Telecommunications sector for at least 2 years - H
• Ability to communicate technical information in an accessible manner to non-technical employees - H

Mandatory criteria if any with no exceptions to hire

• Must have worked in a Business to Consumer (B2C) technical support team in the telecommunications sector for 2+ years