Back Office Call Agent

The Back Office Agent will predominantly be part of the Live Support team responsible for coordinating, administrating, and providing solutions for Service Delivery (SD) operations. The key interface will be the Service Delivery Team.

Job Title: Back Office Call Agent

Department: Back Office

Reporting Line: Back Office Manager

Location: Trinidad

Summary of Role:

The Back Office Agent will predominantly be part of the Live Support team responsible for coordinating, administrating, and providing solutions for Service Delivery (SD) operations. The key interface will be the Service Delivery Team. The Back Office Agent will be the initial point of escalation for all Installations, Changes of Service, and Fault Repair fallouts during and post-visit to customers. Additionally, the agent will also be responsible for confirming customer appointments, monitoring, and overseeing technicians’ daily progress, and ensuring all jobs are properly audited

Main Duties and Responsibilities:

Order Management

• Creation of Customer Accounts
• Creation/modification/cancellation of customer subscriptions/work orders
• Creation of Fault Orders – if required
• Transfer of Services – due to physical relocation of customers
• Reservation/scheduling of work orders in WorkForce Management (WFM)
• Basic billing queries for customers
• Deactivation of customer accounts
• Closing Billing of customer accounts
• Basic troubleshooting of customer service issues
• Re-raising of work orders with illogical FATs
• TCRM Case Management

Live Support

• Capable of handling and resolving all on the fly issues encountered by infield technicians calling into Live Support, and thus advising of proper procedure when treating existing issues
• Knowledge of the stack operations & auto-provisioning is crucial, use of investigative skills in detecting and troubleshooting technical issues
• Provide support to all other departments (Tier, OCM, Sales, Headend) with Installation/Service Delivery Issues for both Home and Entertainment and Business Solutions, this includes but is not limited to creating fault repairs, handling Illogical FATs, Provisioning issues, FAT verifications, etc.
• Reconciliation reporting for all Infield Issues
• Complete Quality Checks and Audits of Technicians’ jobs  

Scheduling/ Dispatch

• Assume ownership and responsibility for all assigned jobs and manage customer appointments with strict adherence to Department KPIs and Service Level Agreement (SLA)
• Allocating work to technicians in various dispatch areas across the country utilizing all available scheduling tools.
• Ensuring work allocations are done in an optimal manner in consideration of all mitigating factors.
• Dispatch & assist both internal & external customers (technicians/co-workers/Clients) with daily installations, close accounts to billing accounts & upload relevant documents & quality audit jobs.

 Quality Audits

• Complete quality checks on jobs to ensure that all data forms, photos, and products consumed on the job are entered on the job.

• Conduct Quality Control calls.

Academic qualifications and experience required for the job:

• Associate degree in Information Technology OR Business Administration
• 1-3 years’ experience with the telecommunications industry for network-facing technical support or similar technical roles
• 2 years’ experience in a customer care position or technical support role
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements
• Must be proficient with Excel, with at least an intermediate level of knowledge
• General knowledge of FTTH network
• Knowledge of tools and equipment used in FTTH installs
• Bookkeeping experience
• Intermediate knowledge of SWF and functionality
• Intermediate knowledge of CRM and Order creation/modification

Excellent Telephone Techniques and ability to work and learn in a fast-paced, dynamic environment, work well both independently and as a team player, prioritize the execution of projects and meet deadlines whilst working in a demanding environment