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Technical Support Specialist – Corporate

Vodafone Telekomünikasyon A.Ş.

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

İş Yerinde

Job Type

Full-Time

Years of Experience

More than 1 years of experience

Department

Customer Services / Call Cen...

Customer Services / Call...

Application Count

270 application

Job Type

Full-Time

Years of Experience

More than 1 years of experience

Application Count

270 application

Department

Customer Services / Call Cente...

QUALIFICATIONS AND JOB DESCRIPTION

We are seeking a Technical Support Specialist – Corporate with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to  Fixed Corporate Service Management Manager of  Vodafone Turkey.

The accountabilities of this role are:

  • Dedicated Technical account management & Level 1 operations for all fixed product (core & vas products) & mobile services for large corp top customers which are generating high volume revenue.
  • Responsible for collecting symptom information in order to accurately identify the technical problem. To identify to problem, he or she carefully selects the right questions by avoiding from unnecessary questions
  • Responsible to collected information, He or she accountable for accurately isolating the incidents by connecting customer routers or VF. Net core routers or IT email&DNS hosting servers,  implements  troubleshooting commands and use monitoring and network management tools(Solarwinds, csi force, ca spectrum etc)
  • Try to find permanent resolution with targeted KPI’s within the first level operation. If the solution is not in the responsibility of first level support, transfers the incident tickets to second level support teams or third level core teams. 
  • Responsible  for following latest situation of incidents transferred to upper level teams, providing periodic status updates to the related VIP customers and their sales executives
  • Responsible preparing monthly incident and request reports and sending them to related customers  .
  • Responsible reporting repetetive fault analyzes to the customers In fixed data services
  • Responsible raporting complex sla reports to related customers
  • Proactively monitoring of the VIP customer’s IP MPLS network and datacenter services
  • Accountable for detecting outages or service level degradations before receiving customer calls and informing customer’s  authorized IT personnel via outgoing phone call or via email (if they are not reachable) 
  • After the proactive detection and customer info call, this role is accountable for making some controls on customer side by asking necessary questions to customer’s authorized IT personnel about physical cabling, operational led status of the routers, modems  or related equipments, environmental conditions(electricity, humidity, temperature) and last configurational change made by customer. Starts incident management process with these answers. 
  • Accountable for knowing customer’s behaviors, their habits, their needs for each individual VIP customer and responsible for providing expected service level and quality 
  • Accountable for making the immediate internal escalations if any delay or wrong implementation occurs during the VIP incident or request management process within any technical team
  • Updating customer information in the database
  • Attending monthly face to face customer meetings with Sales Executives to check customer operational needs and  customer’s satisfaction.
  • Working at Customers’ locations for one day in monthly basis in accordance with our business plan,

What is it like to work at Vodafone? 


Working at Vodafone is all about helping people feel ready to benefit from new technology, bring the future to even the most remote places and thinking about technology that doesn’t exist yet. 

Here at Vodafone, we do amazing things to empower everybody to be confidently connected, that could be anything from providing superfast network speed for smartphones to making people’s lives easier with mobile payment, streaming music & video and connecting devices through internet of things. 


Vodafone is a place where you can bring your whole self to work as you start your career.

  • At least 1 years corporate customer management experience in fixed telecommunication
  • Good understanding of fixed product and services 
  • Good understanding of  request management process 
  • Good understanding of incident management process
  • Good understanding of IP networking technologies
  • Good level of troubleshooting abilities on ip networking environment
  • Cisco CCNA Certification or equivalent accreditation in ip networking
  • Excellent Problem solving skills
  • Good communication Skills
  • Prone to team work




Preferred Candidate

Bachelor’s(Graduate), Master’s(Student), Master’s(Graduate)

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Teknik Destek Uzmanı Teknik Destek Uzmanı Maaşları Teknik Destek Uzmanı Nasıl Olunur? Teknik Destek Uzmanı Nedir? Teknik Destek Uzmanı İş İlanları