Fix Network Customer Support Senior Engineer

Vakansiyanın detalları

Dealing with incoming requests from CDC, Azertelekom, MNOs (Bakcell, Nar), Uninet, CityNet, ISPs, FIX Network parties, and from internal teams in a professional, courteous manner over the phone, via email, and via Ticketing tool within JV SLA;
To notify, escalate and update ADSL, FO,GPON, WI-FI , Access switch DSLAM issues;
Coordinate the requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed about progress;
Coordinate request handling process internally, organizing meetings with respective teams, instructing them about related subjects to the customer in case of any requirement;
To be responsible for Trouble Ticket handling to assure Fixed Network fault-free operation and to solve subscribers’ problems during a shift;
To facilitate and support all planned work to ensure maximum network availability and customers satisfaction;
To monitor Key Quality Indicators alarms and to demarcate abnormality;
To determine impacted services;
To monitor, trace and manage common problems to be resolved;
To prepare resolved and pending Trouble Tickets and opened issues reports on a daily, weekly, or monthly basis;
Primary responsibility is user/customer support and customer service. Being present and available to clients requiring technical assistance;
Ready to handle ad-hoc tasks addressed by line manager and management. Compile regular statistical reports;
To analyze trouble ticket in batch to identify common problems.

Bachelor (University degree in telecommunications or information technologies is an advantage);
Experience in the field of telecommunications is desirable;
Reporting and analytics, Trouble Ticketing procedures, Complaint Management, Knowledge and experience in the sphere of cellular network, FIX Network Planning and Operations, Rollout, Field Maintenance, Network Operation Center, Transmission;
Experience in Complaints handling and a customer-oriented approach is desirable;
Azerbaijani (Russian and English are preferred);
Advanced user of Microsoft office;
Universal knowledge about Cellular Network and Fix network topology;
Universal knowledge about ADSL, FO, GPON, WI-FI, Access switch DSLAM;
Good analytic;
Good service delivery mindset;
Good listening, negotiation, and presentation skills;
Self-motivated and able to thrive in a results-driven environment;
Problem-solving skills.

Müraciət üçün (CV): https://fa-emfh-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1007/requisitions/preview/998/apply/email?utm_medium=jobshare