Technical Support Engineer

Grade: L1
Application Deadline: 18th April 2019

As one of the top employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle and continuous learning and development.
 
Our Team & You
To continue and change the lives of our 55 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
 
What the first 30-60-90 days in the job will look like?
 
-Within 30 days you will:
·       Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
·       Meet with the Business Service Division team to understand the strategy of the function in line with Organization strategy and company road map. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success.
·       Develop an understanding of DSL Technology, DSL Architecture, different modes of DSL over ERX, Modem Configuration.
·       Have an Introduction and architecture overview of: Fiber Technology, Wimax/Augere, Architecture, P2P & P2MP, VSAT, MW, IPLC & DPLC, VoIP PRI Solution, Collocation & DR & Web Hosting and 3G/4G
·       Have an understanding of CS Essential Tools (Applications), CRM Ticket Handling / Title/Work Code, Workflows, BSD Infrastructure
·       Develop relationship with Vendors on board and conduct field visits with the stakeholders

-Within 60 days, you will:
·       Be responsible for Inbound call handling to answer Technical queries of customers
·       Be involved in CRM Case creation and its monitoring
·       Have a detailed learning of Last mile and NON Kam/L2 Customer topologies and two client scenarios
·       Have an in-depth understanding of vendor managed services like client fiber, interconnect fiber, hosting
·       Be involved in the handling of Upstream issues, Web and Email issues
·       Be involved in KAM complaint handling
·       Be involved in Escalations, Reporting and Follow ups
 
-Within 90 days to onwards you will:
·       Visit at APC end for LDI network understanding
·       Visit at Customer end for LDI network understanding
·       Be responsible inbound call handling independently in morning, evening and night shifts
·       Be involved in the handling of Upstream issues, Web and Email issues
·       Be involved in KAM complaint handling
·       Be involved in Escalations, Reporting and Follow ups
 
What we have done and what we will do with YOU
 In the last one-year Jazz is a huge success story in terms of business transformation, we were market leaders and we still are market leaders but with huge margins specially after successful merger of Jazz and Warid.
 
A bit about you:
We are looking for someone has prior experience in a customer services role and is technically savvy with solid convincing skills for providing online technical support. The applicant should be hands on with Microsoft Office and communicating through emails. Troubleshooting complaints using different tools. Creating trouble ticket and route to concerned teams, Follow-up for complaint resolution. Interdepartmental coordination
 
A bit about us:
 
A brief about your department:
Corporate technical support team is a part of the Business Services Division Operations department responsible for providing online technical support to Nationwide Broadband Customers
 
The structure of the team you will join is:
You will be reporting to the Team lead support center and will be based in Karachi. You will have 12 to 15 peers who will be striving with you to facilitate our customer base.
 
The two (02) main priorities of the team as a whole are:
Holding highest possible quality standards for customer facilitation
Create a culture that supports the transformation agenda by embedding values’ based behaviors in our ways of work
 
With which other stakeholders the successful candidate will work with functional/regional/ within the team:
You will work with internal and external stakeholders including departmental heads/manager, internal sales team and clients.
 
What would be the result of those interactions if we assume 100% collaboration?
A collaborative effort will result in capable and mature people leaders who drive the transformation journey at Jazz while caring for and growing their team members
 
The two (02) specific tasks that team was working on in the last 6 months with results.
Customer retention and churn management
Initiatives to improve customer experience and decrease average service time
 
The three (03) must have past experiences the best candidate should have.
Customer Handling
Strong follow-up
Technical Expertise
 
The two (02) must have technologies the candidate should have:
CCNA Basic Knowledge
Hands on with basic computer know how and internet
 
Essential skills must have: 
Entry level in Computer and Data Networks
Should have strong communication skills (written/verbal)


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