Tier 2 Technical Support

Company description:

Digicel Group Limited

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: Tier 2 Technical Support

Primary objective of the job: 

The Tier 2 Technical Support will provide troubleshooting and fault resolution support to Digicel’s Home and Entertainment customers, for escalated faults, degradations and interruptions on TV, Internet and VoIP, and Smart Home services. Demonstrate technical competence of Digicel Plus Network structure and installed customer network components, as well as guide customers through the troubleshooting to resolution process, while providing exceptional world class Customer Care.

Main Duties and Responsibilities:

• Investigate all customer faults escalated by Tier 1 by following established processes.
• Navigate and interact with all technical backend systems, for systems management of the TV set top box, Internet and Voice over IP, Smart Home customer equipment.
• Develop the competency to be able to Log into, navigate, reset and upgrade all customer installed equipment.
• Demonstrate knowledge of all hardware installed and interconnectivity on the customer premises and be able to support all hardware and physical interconnection related queries by customers.
• Demonstrate knowledge of Wi-Fi, IP addressing, Internet, IPTV, Smart Home and Voice over IP and be able to interact knowledgably with customers with address all associated queries.
• Assess escalated faults and fault patterns to differentiate between a cable cut, an onsite customer fault and a network fault and take the appropriate action.
• Keep the Tier 1 team, Dispatch, Customer Support (Back-Office) and other internal customers fully updated on fault occurrence, progress and estimated resolution times for all network faults.
• Serve as the interface for the NOC for all network faults. Collect, collate and trend all customer symptoms, actions taken and customer data, and provide to the NOC for further investigation.
• Create and manage tickets for all network faults.
• Periodically assess customer faults and recommend and develop process enhancements and new processes.
• Ensure resolution of faults are handled within agreed SLAs.
• Based on identified fault, recommend to Customer Support (Back-office) appropriate monetary adjustments for customers’ account.
• Log all faults as required in Customer Ticketing Tool.
• Deliver Quality Service Standards on all customer interaction including but not limited to calls, SMS and emails.
• Adhere to schedule in order to be available to support customers.
• Utilize the Company’s tools, equipment and applications in a responsible manner as to not cause damages and/or loss of service.
• Demonstrate professional behavior at all times, ensuring that there is no breach in confidentiality of Company and Customer information that you are privy to in carrying out your responsibilities.
• Performs related work:  the duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.
• Working safety is a continuing condition of employment. Digicel (Trinidad & Tobago Ltd) is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function.  As a condition of your employment, you will be required to observe and fully comply with all HSE rules, policies, procedures and applicable legislative provisions as well as wear the appropriate personal protective equipment “PPE” where and when applicable.

Academic Qualifications and Experience Required:

• Five (5) CXC passes inclusive of Mathematics and English
• Telecoms or Computer Science certification: Network+, EEET.
• Proficiency in MS Word & Excel.
• Technical Knowledge to sufficiently understand Digicel Plus network structure end to end and able to Troubleshoot between the End User equipment and the FAT point.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Professional and courteous demeanor and ability to collaborate with a team.
• Excellent problem-resolution skills and ability to multi-task in a fast-paced, high-volume environment.
• Strong system skills and ability to learn, retain and apply large amounts of product, procedure, policies and system information.
• Ability to meet established productivity, effectiveness, training, sales (if applicable) and quality goals, and accept and incorporate feedback.
• Ability to work in a highly structured environment, take scheduled lunches and breaks.
• Flexibility in responding to change or business needs.
• Ability to accommodate non-traditional work schedules.
• Excellent attendance and punctuality.
• Ability to work independently and learn as you go along.
• Excellent Telephone Techniques, Oral & Written communication skills.
• The 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 high pressure environment.