About the role
Provide a professional first technical point of contact for the customer
Diagnose fault-related cases by effectively utilising software diagnostics and other network/product utility programs.
Provide updates as needed to the customer in order to meet performance objectives.
Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
Perform technical escalations in line with company procedure.
Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
Liase and refer issues to correct/relevant entities e.g. other GCSC’s, PTT, IOC and other Vendors as appropriate.
Undertake any other reasonable task as assigned.
Ability to build relationships with peer and management levels both with clients and the company management
Proactive, self motivated and determined attitude.
A determination to process tasks according to pre-defined processes is essential
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