Technical Support Specialist
3 hours ago
Job Title: Technical Support Specialist
Job Description:
About the RoleThis role involves proactively monitoring, incident handling, and maintaining robust customer relationships to guarantee satisfaction with our offerings. The B2B Technical Support Specialist will play a crucial role in ensuring the satisfaction of our enterprise customers.
The ideal candidate will have strong knowledge of telecommunications products and services, with expertise in troubleshooting and problem resolution. Excellent communication and interpersonal skills are essential for this role.
Key Responsibilities:- Serve as the central point of communication for enterprise customers and internal stakeholders, addressing post-sales support inquiries promptly and professionally.
- Foster and maintain strong relationships with enterprise customers, ensuring their satisfaction with the offered B2B services and products.
- Handle all post-sales activities specific to B2B services, including troubleshooting, problem resolution, incident reporting, issue tracking, fault restoration, and handling customer complaints.
- Implement 24/7/365 monitoring of systems to proactively identify potential issues and ensure network health for enterprise customers.
- Take the lead in restoring faults whenever possible, minimizing downtime for enterprise customers.
- Effectively communicate work activities, updates, and resolutions to all relevant stakeholders.
- Implement and uphold quality standards for all B2B services and products, ensuring compliance with service level agreements (SLAs) and enterprise customer expectations.
- Conduct regular assessments and audits to ensure compliance with SLAs and quality standards specific to B2B services.
- Develop new processes and coordinate interdepartmentally to fill any gaps in B2B service delivery.
- Conduct awareness workshops for change processes and compliance tailored for B2B customers.
- Maintain a history log for all events and activities related to enterprise customers.
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