Level 2 Support Function/Responsibilities
- Execute tasks and functions to deliver problem resolution and customer support.
- Analyze daily ONB Service Request reports and ensure appropriate action is implemented to manage problem resolution according to SLAs and KPIs.
- Optimize support task execution, reduce mean time to resolve (MTTR) and ensure results are recorded and customer feedback provided.
- Responsible for problem resolution; including all activities and procedures to appropriately expedite problem resolution to maximize customer satisfaction.
- Prepare and maintain relevant service request (SR) documentation, including activity schedules, narrative and written reports, and visual progress charts.
- Co-ordinate testing and re-testing of implemented ONB solution defects (fall-out) and issues in an effective manner.
- Perform manual regression testing of the customers implemented ONB solution when relevant.
- Document completed service requests (successes and challenges) and communicate findings and lessons learned to line manager.
- Enhance the ONB solution through process and system update contributions.
- Identify opportunities for improvement of current ONB processes.
- Align with test programme for change request implementation.
- Continuous improvement and process re-engineering.
- Define solution test strategies and approach fitting the scenario.
- On target / as per commitment to customer resolution conclusion and hand over.
- Stakeholder coordination and communication.
- ITIL Foundations (beneficial)
- At least three years customer service experience in a technical role (essential).
- Practical and systematic approach to work beneficial.
- Telecommunications industry experience beneficial.
- Experience working with OSS/BSS software as end user or from working in the telecommunications sector.
- Proven experience in a customer facing function.
- BroadWorks experience beneficial.
- Polycom, Yaelink and snom VoIP Desk Phone experience beneficial.
