Reference: PE010876-LM-1 Role: Responsible for ensuring stability of the network and optimal Customer satisfaction. Key Performance Areas Customer Communication 30% Incident Logging 20% Incident Handling 20% Trouble shooting 20% Teamwork 10% Competency Requirements for Position: Knowledge: Knowledge of networks in the telecommunications industry (Cisco WANs / LAN) Knowledge of customer service principles Knowledge of effective customer engagement Skills: Strong written and verbal communication skills in English Understanding of network design Analytical thinker Customer Centricity Behavioral: Customer Responsiveness Results driven Problem solving Attention to detail Stress tolerance Resilience Proactivity Resilience Minimum Qualifications: CCNA ITIL Minimum Experience: N/A Other Requirements: Must be willing to work weekend shifts monthly Must be willing to work flexible shifts Must be willing to work night shift Must have own transport Job Grade: C1 Key Stakeholder Relationships: Internal: Sales Projects Ops Quality Assurance Carrier Relations External: Suppliers Customers Key Performance Areas & Indicators KPA'S Customer Communication Tasks Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner. Priortise Customer Centricity and utilize empathy in all communications. All emails to be written in appropriate business language Ensure “active” listening at all times when dealing with Customers Incident Logging Capture detailed, accurate information of the incident, either telephonically or via email Incident Handling Adhere to Standard Operating Procedures Follow up on all assigned tickets and ensure Customers are updated hourly Escalate outstanding incidents to suppliers or senior engineers for resolution Adhere to daily standards regarding the closing of tickets Trouble shooting Diagnose the problem, identify the root cause and resolve the issue as quickly as possible Teamwork Work with colleagues to achieve overall team goals Highlight problems and work with team to find solutions Take personal ownership of problems with full accountability KPI's Customer Communication Positive feedback from Customers Emails attended to before end of shift Phones answered within 3 rings Professional company image Accurate, clear understanding of the issue Tracking Report /BI Tool Customer feedback Emails Monitoring by Team Leader Incident Logging Ticket raised within 15 minutes of receiving the call or email Tracking Report /BI Tool Tickets Incident Handling Ensure compliance with ISO standards Timely and accurate feedback Incidents to be resolved with the relevant SLA Minimum of 10 tickets closed daily Tracking Report /BI Tool Annual ISO Audit Tickets, emails SLA Tickets Trouble shooting Adhere to Standard Operating Procedure Tracking Report /BI Tool Tickets Teamwork Demonstrate willingness to assist others Suggest solutions instead of problems Go the extra mile for the Customer Tracking Report /BI Tool Feedback from Team Leaders & colleagues Role: Responsible for ensuring stability of the network and optimal Customer satisfaction. Key Performance Areas Customer Communication 30% Incident Logging 20% Incident Handling 20% Trouble shooting 20% Teamwork 10% Competency Requirements for Position: Knowledge: Knowledge of networks in the telecommunications industry (Cisco WANs / LAN) Knowledge of customer service principles Knowledge of effective customer engagement Skills: Strong written and verbal communication skills in English Understanding of network design Analytical thinker Customer Centricity Behavioral: Customer Responsiveness Results driven Problem solving Attention to detail Stress tolerance Resilience Proactivity Resilience Minimum Qualifications: CCNA ITIL Minimum Experience: N/A Other Requirements: Must be willing to work weekend shifts monthly Must be willing to work flexible shifts Must be willing to work night shift Must have own transport Job Grade: C1 Key Stakeholder Relationships: Internal: Sales Projects Ops Quality Assurance Carrier Relations External: Suppliers Customers Key Performance Areas & Indicators KPA'S Customer Communication Tasks Deal with Customers, either telephonically or via email, in a courteous, efficient and prompt manner. Priortise Customer Centricity and utilize empathy in all communications. All emails to be written in appropriate business language Ensure “active” listening at all times when dealing with Customers Incident Logging Capture detailed, accurate information of the incident, either telephonically or via email Incident Handling Adhere to Standard Operating Procedures Follow up on all assigned tickets and ensure Customers are updated hourly Escalate outstanding incidents to suppliers or senior engineers for resolution Adhere to daily standards regarding the closing of tickets Trouble shooting Diagnose the problem, identify the root cause and resolve the issue as quickly as possible Teamwork Work with colleagues to achieve overall team goals Highlight problems and work with team to find solutions Take personal ownership of problems with full accountability KPI's Customer Communication Positive feedback from Customers Emails attended to before end of shift Phones answered within 3 rings Professional company image Accurate, clear understanding of the issue Tracking Report /BI Tool Customer feedback Emails Monitoring by Team Leader Incident Logging Ticket raised within 15 minutes of receiving the call or email Tracking Report /BI Tool Tickets Incident Handling Ensure compliance with ISO standards Timely and accurate feedback Incidents to be resolved with the relevant SLA Minimum of 10 tickets closed daily Tracking Report /BI Tool Annual ISO Audit Tickets, emails SLA Tickets Trouble shooting Adhere to Standard Operating Procedure Tracking Report /BI Tool Tickets Teamwork Demonstrate willingness to assist others Suggest solutions instead of problems Go the extra mile for the Customer Tracking Report /BI Tool Feedback from Team Leaders & colleagues market related - Monthly Apply Now

Share this job with someone you think should apply!

Facebook

Noc Engineer JHB - Northern Suburbs - North Johannesburg

Related Jobs

Engineer Ccna JHB - Northern Suburbs - North Johannesburg

Noc Engineer JHB - Northern Suburbs - North Johannesburg

Noc Team Leader JHB - Northern Suburbs - North Johannesburg

Noc Team Leader JHB - Northern Suburbs - North Johannesburg

Noc Team Lead JHB - Northern Suburbs - North Johannesburg

Want to do another search?