Technical Support Specialist - Consumer & Sme

Vodafone Telekomünikasyon A.Ş.

RESPONSIBILITIES

• Defines and controls xDSL technical service standards on service channels, determines preventive and corrective actions.
• Follows the KPIs which is related fault management, takes actions to achieve the targets for better technical support customer experience.
• Seeks development areas for xDSL technical support processes on service channels. About these areas, notifies other partners such as Process Mngt, IT, Network, Marketing, Product, CVM, Fraud, Segment and Assurance Mngt.
• Periodic review and analysis of service channels’ knowledge level and performance. If necessary, triggers operational partners for the development of service channels.
• In general problems on xDSL infrastructure, follows the process for detecting the rootcause of problems, provides input to other partners about improvement opportunities.
• Analysis current reports and creates report demands for technical operations and shares with the partners
• Manages the field support budget
• For off the standard or unforeseen applications of requests, analyses the situation and provides input to process team with suggestions
• In the area of responsibility, responsible and accountable for the application of Vodafone Customer Satisfaction Management and Quality Policy
• Organizes periodic meetings and visits call center, backoffice and sales channels to determine the problems in service, tries to create areas of development with channels and follows the next processes of development.
• For technical support, searches for and detects areas of development and innovative applications for improvement of customer satisfaction and operational efficiency; triggers operational partners for the development of improvements and follows the realisation of the proposal
• Flawless integration of new terminals(CPEs, ONTs, etc.) to the existing operation, monitors the performance of the devices
• Looks for continuous improvement opportunities

QUALIFICATIONS

• Minimum 3 years Telecommunication experience
•   Minimum 1 years level2 or level3 Network Operation Experience is required
•   Good knowledge of Fiber and xDSL infrastructure
•   Good knowledge of Fiber and xDSL technology and interfaces
• Fluency in English
• Excellent problem solving and troubleshooting skills
• Technical qualification in a network related subject and relevant accreditations from network supplier
• Good management and organization skills
• Good communication skills
• Ability to handle stressful situations with a level-headed approach and make extensive use of available resources
• Ability to communicate effectively with internal support staff and external customers and partners
•  Desire to learn and adapt to new technologies/services