Contract
Contract type
Permanent
Application deadline
25/06/2019
Description
Position
TSG Technician at NOKIA
Industry
Vacancies
1
Description
Technical Services Group (TSG)- is a 24/7/365 Customer complaint support group responsible for
interfacing between Airtel Customer Care and Technical functions within Nokia Networks Zambia.
Responsible for the support services within the department with a specific focus on service quality,
customer satisfaction and productivity that make them operate both effectively and efficiently.
Purpose driven towards problem resolution, escalation and information keeping customer (Airtel)
informed on request status and progress.
an added advantage.
Main Responsibilities and Duties:
Providing a single (informed) point of contact for customers
· NOC first-line customer liaison.
· Receive, investigate, resolve or assign Network escalated cases and keeping customer informed
on the request status and progress.
· Identify the root cause of a problem.
· Develop a permanent fix for the problem.
· Provide a temporary workaround solution for the problem until the permanent fix is
implemented.
· Confirm weekly & monthly activity reports are accurate and delivered, as required.
· Keeping customer informed on network complaint requests, status and progress.
JOB DESCRIPTION
Internal use only 2
Network Customer Complaint Management
· Responsible to adhere WLA / SLA for the Network related Customer complaints as per Airtel
Process & guidelines.
· Regular interaction & co-ordination with other functions within Nokia & Airtel for customer
related complaints.
· Regular follow ups with all the 2nd line and 3rd party support systems/teams & internal support
systems/teams to provide best possible resolution to end customer.
Process Adherence
· To ensure that systems, processes and methodologies as specified are followed to sure effective
monitoring, control and support of service delivery.
Service Level Management
· Owns the Network Customer Incident cases right through to resolution, closure and review of
the user’s experience through teams that report faults.
· Liaising with Network Support Teams to ensure that the required levels and quality of service are
achieved.
· Push for actions for improvement when needed and feedback of information to Nokia and Airtel
Zambia.
Subordinate effectiveness and development
· Checks timeliness, completeness and accuracy of reports.
Remains informed of the latest developments and technology trends:
· Researches Information System, Service and Service Delivery trends.
Additional Duties and Responsibilities:
Assumes other special assignments as directed by the TSG Team lead or Network Operations Center
(NOC) Manager.
Essential Knowledge:
· Network Services, Voice, SMS, and Data and other Services that ride on them, e.g. Roaming.
· Working knowledge of Service Delivery and Timelines.
· Knowledge of Service Delivery Tools.
Qualifications:
· Must have a High School Certificate or G.C.E. certificate, IMIS Higher Diploma or higher is
preferred.
· Basic knowledge of industry best practice for Customer delivery.
· 1-2 years’ experience in Customer satisfaction related role.
· Basic GSM fundamentals knowledge is an added advantage.
Competencies:
· Business awareness.
· Demonstrable experience of working in a Service Delivery capacity.
· Ability to work as and in a team effectively.
· Strong analytical skills and problem solving skills to come up with solutions for service-related
issues.
· High personal standards and goal oriented.
· Excellent interpersonal skills and demonstrated customer relationship.
· Demonstrated business research, writing, and analysis skills.
· Excellent and effective communications skills, both orally and in writing.
Internal use only 3
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Requirements
Min education
Primary school
Required experience
4 Years
Nationality
Not defined
Languages
Not defined
Specializations
Skills
Not defined
Prerequisites
.
Company
Employer name