The Job

• Interact with customers to provide information in response to inquiries, complaints and requests about Technical issues
• Gather customer’s information and determine the issue by evaluating and analysing the symptoms
• Offer alternative solutions where appropriate with the objective of retaining customer
• Create SR and escalate problems to appropriate resource/division via Siebel
• Attend to Siebel SRs achieving targets (NPS, Audit, Resolution SLAs) while adhering to given guidelines
• Ensure adherence to ISO and internal processes and driving service excellence throughout all customer transactions
• Identify and escalate priority issues per Client specifications

The Person

• Degree or Higher Diploma in Engineering
• 2+ Years experience in Telecommunications