| Industry: |
Telecommunication/ISP |
| Functional Area: |
Engineering |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Technical |
| Job Location: |
Islamabad, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Bachelor's Degree |
| Degree Title: |
Hold a Bachelors in Engineering (Electrical, Telecommunication, Electronics, and Computers) |
| Minimum Experience: |
5 Years (Have a minimum of 5-7 years of relevant working experience in Operations or Optimization roles) |
| Apply By: |
Sep 13, 2012 |
| Job Posting Date: |
Sep 7, 2012 |
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| Job Description: |
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The ideal candidate should - Hold a Bachelors in Engineering (Electrical, Telecommunication, Electronics, and Computers)
- Have a minimum of 5-7 years of relevant working experience in Operations or Optimization roles
Job Description - Document identified issues, their analysis and resolution details
- Drive internal technical systems and processes to meet customer requirements
- Act as a point of contact from technical to customer care for addressing all of their issues
- Communicate with customer care and sales teams for recording their voice on network problems
- Receive High Impact customer complaints; liaise with respective technical teams for immediate analysis and resolution
- Determine subscriber perceived end-to-end network quality of service through customer complaint trends and analysis
- Correlate issues reported through customer complaints with network KPIs to perceive the impact and magnitude of problems
- Own overall complaints process b/w CC and Technical, ensure timely and genuine resolution of all Trouble Tickets within defined SLA
- Execute trending and analysis of trouble tickets to determine chronic network faults leading to their permanent fix and future prevention
- Develop and improve procedures/processes with Customer Care and other Technical departments for efficient dealing of subscriber issues
- Conduct training sessions within team and for Customer Care for the purpose of educating them regarding better handling of customer technical problems
Essential Skills - Should be a valuable team player
- Should have strong initiative skills
- Should exhibit high customer focus
- Should have strong interpersonal skills
- Should have excellent coordination skills
- Should possess stress management skills and meet deadlines
- Should be able to work independently and with little supervision
- Should have relevant knowledge SS7 and SIGTRAN protocols architecture
- Should be adaptable and flexible to changing requirements and procedures
- Should possess strong knowledge and working experience on NSS, IN&VAS platforms
Desirable Skills - Should have relevant project management skills
- Should exhibit strong command over MS Office Suite
- Should have good statistical analysis and technical reporting/presentation skills
- Should have relevant working experience on any of NSN CS/PS, Huawei CS, Ericsson IN, Acision SMSC and MMSC nodes
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