Technical Support Specialist - Corporate

Vodafone Telekomünikasyon A.Ş

• Security Service
• Telecom & Field Support
• Fiber Infrastructure
• Voice Support Team
• Security Support
• Datacenter and Messaging Support Team
• Voice Services/Voice Infrastructure
• 1st  level support
• Wholasale Support
• Sales
• Presales
• Project Delivery/Project Installation
• Outsource management

İŞ TANIMI

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  Key Acc.Support &Customer Ser. Executive of Vodafone Turkey.

The accountabilities of this role are: 

• 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
• 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   
• 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   
• 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 
• 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)