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Inersoft Careers:Jobs

Job Details
NOC/SOC network Expert , Service Desk 1st line Customer Care support
Network
Japan
Tokyo
2020-03-23 12:41:41

NOC/SOC network Expert , Service Desk 1st line Customer Care support

Bi-Lingual assistance:

· Explain customer reported problems from Japanese

· Support on several ongoing requirements by CC, SXC and Service Desk Representatives

 

The Service Desk Teams work 24x7, though Service Desk Extension Service resources were requested in 2 shifts

· 9 hours shift are expected (Not 24X7 coverage).

· Services shifts were requested also during weekdays, weekends & holidays as shall be mutually agreed

 

Roles and Responsibilities:

· Serve as an interface by the team to the local helpdesk team, for training and guidance

· interpret customer-reported complaints/symptoms

· Interpret customer complaints/symptoms into different basic handling categories and options: e.g. Root Causes (RC), GEO and coverage, Network & Services (Core, RAN, Applications/Data, Roaming, Customers mistakes and others…

· Recording with Mobile guidance for modifications and escalation steps

· Label complains with priority to next level, to Troubleshooting SD

· Procedures to follow up with customers to ensure full resolution of issues

· Run local tests to simulate issues (Benefits and limitations)

· Work out with teams for special VIP handling procedures, tools and MOPs

· Follow SLA timeframes and manage escalation of incidents within defined timelines

· Log cases and their RCAs for historical use in future

· Map and modify over time the R&R for 1st line handling of customer complaints from Customer Care.

 

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