Job: Service Support Engineer at Ucom LLC Company

Location: Yerevan, Armenia

Category:

Type: Full-time

Deadline: 30-Aug-17 00:00:00

Salary:

Description
The incumbent is responsible for coordination of all activities related to service technical complaints. He/ she will assure the proper follow-up of service disruptions and quality of the information between Technical Department and all other departments.

Responsibilities
- Coordinate and analyze the complaints from Customer Care; assure the proper solving, distribution to relevant teams and answer towards Customer Care;
- Prepare periodically relevant dashboards to reveal the performance of Customer Care complaints and analyze in Technical Department;
- Organize and participate in meetings with all involved teams and other departments and Management for process follow-up and analyze;
- Follow up all tickets performance inside Technical Department and escalate if internal Service Level Agreement is violated;
- Assure and follow the proper communication of service disruptions towards Customer Care; propose adaptation when needed;
- Assure the proper follow-up of all service disruptions affecting the customers, investigation status and proper communication towards the other departments;
- Strive for continuous adaptation of technical Customer Care complaints process and communication to business requirements.

RequiredQualifications
- Degree in Electronics/ ICT/ Computer Science/ Computer Engineering or equivalent;
- At least 1 year of experience in telecommunication dealing with technical processes and services;
- Customer orientation with good understanding of service providers/ operators business requirements - ability to create true client value;
- Activity coordination skills;
- Excellent communication skills;
- Persuasive person with very good negotiation skills;
- Result oriented and proactive approach of all the activities involved;
- Flexible and responsive to changing work patterns and demands;
- Developed reporting and analyzing skills;
- Good knowledge in use of IT;
- Fluency in English language.

Benefits

Job URL: iJob.am - Service Support Engineer @ Ucom LLC