Technical Support Specialist -Corporate-Disabled

Vodafone Telekomünikasyon A.Ş.

• 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
• Basic 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

İŞ TANIMI

• Responsible  for giving first level Internet/MPLS VPN, Global Data, Corporate Voice Services, IT management Services, Datacenter Services and Email and Webhosting service support to VIP corporate customers
• 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(CA Spectrum, Tacman, Cacti 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
• If a customer complaint occurs during the incident or request management process, he or she is accountable for immediately  transferring the problematic case to customer services department
• Accountable for preparing monthly incident and request reports and sending them to related customers  
• 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
• 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.