Technical Support Second line Senior Advisor

Technical Support Second line Senior Advisor

Job Details

Handle customer complaints through different channels (Portal – Call Centre & Sales, Satyr and referral complaints ,taking corrective action to maintain the customer satisfaction for all related data product issues (consumer & corporate base)

Validating the customer complaints (subscription – product & promotion issues – portal, Network…etc.) by analyzing the system and customer behavior to ensure the proper decision to solve the customer issues (consumer & corporate base)

Retaining/compensating data customers for network/system issues.

Escalating any technical outage to the concerned department to take the necessary action on all impacted customers not only the complainers.

Ensuring that the proper corrective and preventive are deployed to solve issues from the root cause.

Initiatives(product/system/process enhancements) through the proper channels to enhance the experience according to the VOC (voice of the customers).

Escalating any observed revenue loss scenario due to system or process misuse to the concerned teams to save the company revenues.

Proactive monitoring for cases at 3rd line teams (IT, Technical teams and vendors) to ensure meeting the communicated Service level.

Repetitive complaints weekly monitoring and courtesy call to impacted customers to solve issues

Prepare the needed guidance material to front liners on how to handle/solve customer issues via appropriate troubleshooting to increase FCR

Prepare periodically (daily/weekly/monthly) escalation report comparing open cases with escalations, last update and concerned team(s)

Run all needed reports to monitor the about to breach SLA cases that should be handled through internal or external teams to insure handling the complaints within SLA

Ensure all policies and procedures relating to customer complaints are followed and are adhered to the company’s policies and procedures

Qualifications Essential Technical Background (Bsc of a technical discipline and/or Knowledge of TCP/IP model and WAN protocols

Qualifications Desirable CCNA, CCNP, MCSE, TIA CCNT, .. etc

Experience Essential 2 Years in technical support functions

Experience Desirable Preferable in ADSL second line teams