Posted Jan 07, 2021 86 views
Senior Support Executive;
Zeta Technologies is looking for Senior Support Executive for Voice Operations Department at Islamabad Office.
Senior Support Executive is an executive-level position for individuals who are capable of communicating all technical issues related to the Voice platform to technical and non-technical audiences.
Individual who are proactive and contributes to the success of the voice department.
Responsibilities
Senior Support Executive will have the following responsibilities.
- Proactive monitoring using reports i.e. ACD/ASR/PDD/NER/CFR/Graphs and knowhow of quality parameters such as FAS/RTP/MOS/CODEC.
- Analyze call flows using Wire shark or ladder diagram and provide a complete analysis of the call.
- Handle complaints via trouble ticket management system, track records, follow up and escalate issues with concern team via Zendesk, Bitrix, Skype, Whatsapp, and email.
- Reduce resolution time of incidents by follow up with all stakeholders and ensure benchmark KPI’s for the customers.
- Ensure proper resolution and cause analysis of each incident.
- Assess the nature of queries and provide technical support to all stakeholders.
- Interconnection, Provisioning, Routing, and testing of wholesale voice carriers
- Handing over and taking over of a shift, updates (routing, testing & provisioning summary) to NOC team.
- You have to deescalate tense customer situations in a live environment.
- You believe in perfection as Poorly executed events could result in a negative image for the organization or potential loss of business.
- Ensure five-nine availability of all platforms.
- The job requires excellent analytical and communication skills as statistical and financial reporting is an essential element of this position.
- Ensure data retention and reconciliation of all Zeta wholesale billing systems.
- Draft various reports in Microsoft excel.
- Perform all duties as assigned by supervisor
- Maintain strict compliance with all the KPI, company policies, and procedures.
- Supervise, motivate, train, and manage conflicts of subordinates.
- It's obligatory to have regular contact with senior-level cross-functional departmental staff, such Assistant Managers, Managers, Directors, and CEO maintains contact with several areas across the organization including Business Development, Finance, and Admin.
Skills
Job Details
Zeta Technologies
Zeta Technologies is a young yet energetic company backed by pool of seasoned professionals having over a decade of experience in providing IT and Telecom services which is reliable, professional and sensitive to its customers’ needs. Zeta Technologies has achieved excellence in providing business class and cutting edge IT and Telecom services due to vast experience in successfully handling large scale projects. Zeta has set a vision to become a premier solutions provider company offering world leadership in digital solutions for the networked society - a society transformed by personalized solutions, speaking the identical digital language where everyone is able to communicate anytime, anywhere. In our chosen market, we are focusing on becoming the leaders in client satisfaction, innovation, professionalism and superior quality Voice & Data solutions.
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