Back Office Support Specialist

Company description:

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Back Office Support Specialist

Primary objective of the job:

The Back Office (BO) Specialist will be part of a team responsible for coordinating, administrating and providing solutions for Service Delivery (SD) operations. The key interfaces will be Order Care Management, Customer Care and Technical Support, Technical, the Network Operations Centre and third party contractors. The BO specialist would be the initial point of escalation for all Installations, Change of Service, and Fault Repair fallouts during and post visit to the customer.

Main Duties and Responsibilities:

Job Operations

• Ability to Schedule/Reschedule jobs where necessary.
• Periodically perform Desktop quality compliance spot checks on all jobs truck rolled daily.
• Provide Jeopardy Management for all jobs that may be at risk, have visibility on all third party contractor jobs that were not truck rolled for the day and be responsible for the same.
• Support daily Operations call which confirms agreed job load for the next day between Digicel and Third party contractor.
• Perform minor to advanced customer queries using backend systems contact and advise customers when teams are running late (when escalations of this nature arise).
• Management of current and incoming inventory levels; maintains inventory database, manages physical and digital count of inventory, producing inventory reports, and reconciles actual stock count to computer-generated reports.

Live Support

• Capable of handling and resolving all on the fly issues encountered by infield technicians, and thus advising of proper procedure when treating with existing issues.
• Knowledge of the stack operations & auto provisioning crucial, use of investigative skills in detecting and troubleshooting technical issues.
• Provide support to all other departments (Tier, OCM, Sales, and 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, etc.
• Support BOM for installation technical issues for FTTB over FTTH, this includes but is not limited to creating fault repairs, handling Illogical FATs, Provisioning issues, FAT verifications.
• Reconciliation reporting for all Infield Issues.

Post Install Support

• Support all suspensions and fallouts downstream of order management.
• Jeopardy management of fallouts.
• Support all Service Delivery case management.
• Support all FTTx relocations.
• Support all FTTx activations.

Customer Experience

• Manage irate and or dissatisfied customer’s expectation.
• Perform ETA calls to customers when required.
• Reschedule customer appointments for jobs in jeopardy and incomplete jobs.

• Support the maintenance of strong effective relationships with Digicel’s contracting partners.

Academic Qualifications and Experience Required:

• Associate degree in Information Technology OR Business Administration.
• 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 intermediate level of knowledge.
• General knowledge of FTTH network.
• Knowledge of tools and equipment used in FTTH installs.
• Ability to read and develop schedules based on demographics time and priority.
• Book keeping experience.
• 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.

Functional Skills:

• Ability to read, analyze, and generate reports required.
• Ability to respond to common inquiries or complaints from internal and external customers, or members of the business community 
• Ability to effectively present information to management, public groups
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Solid understanding of a FTTH GPON network, and related OSP components