Vacancy at MainOne Cables for a Service Support Officer

Employment Nigeria 01-Mar-2018 LAGOS , IT and Telecoms

POSITION : Service Support Officer

Requirements

Bachelor's degree in a relevant field.
2 years of relevant experience.
Interpersonal and relationship building skills
Strong oral and written communication skills
Keen attention to detail
Accountable and dependable
Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
Ability to develop an in-depth knowledge of MainOne’s product and service offerings
Ability to manage difficult situations and customers
Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
High level of integrity and professionalism, especially in dealing with confidential information
Time and priority management skills
Excellent analytical and problem solving skills.

Responsibilities

The Service Support Officer will be responsible for liaising with the relevant technical units to ensure the maintenance of contracted service quality as well as the timely resolution of escalated customer issues.
Review customers’ performance report for accuracy before sending to customers.
Engage customers for convenient window for maintenance activities and provide feedback to the operations team
Advise Technical teams on areas of low performance and request improvement plans.
Reconciliation of availability reports and service performance with customers.
Liaise with Finance to process service credits for customers in cases of SLA breaches.
Support GNOC by providing customers’ escalation matrixes.
Work with operations to ensure newly connected customers are included on the Network Monitoring tools such as inter-mapper, IV portal etc.
Assist in managing customers in case of POP outages and prolonged service outages.
Arrange service review meetings with customers.
Work with the IP team to report customer traffic utilization trends for upsell and/or cross sell opportunities.
Collaborate with the GNOC to identify customers who have powered down their communication devices over a period of one week, for escalation to Account Manager’s or Service Management Officers to engage them to prevent churn.
The Service Support Officer will also provide performance reports, track SLAs, repeat issues and service credit requests to facilitate customer retention.
Establish and assure the contracted service quality
Work with the Operations and Vendor Management teams to obtain Service Improvement plans for non-performing vendors.
Escalate repeat incidents for Management visibility.
Advise the Operations team of terminated services for equipment retrieval and removal of such circuits from monitoring tools to free up licenses for future use.
Work with all stakeholders to ensure maximum customer satisfaction at all times

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Vacancy at MainOne Cables for a Service Support Officer

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