Provide support to close enterprise fixed and managed service complaints in agreed SLA’s. Track and review technical complaints per customer segment with technical complaints manager. And ensure enterprise customer is always kept informed on technical complaint status.
Log every customer interaction and field activity in CRM tool. Identify reasons/ root cause for technical tickets and derive solutions to reduce technical complaints. Seek support form technical complaint manager in case of customer escalations
Ensure all technical inventory provisioned for customer is tracked and access controlled. Also ensure field teams from sub-contractor and managed service vendor are following standard operating procedures to resolve technical complaint from customer.
Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager. And perform regular health checks to avoid uncontrolled outages.
Provide support and handle all the fixed level 1 activities included and not limited to:
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Seagullhr
Seagullhr
Triton Digital
Vodafone