Service Support Officer at MainOne

Department: Commercial (Sales & Marketing)
Reporting Line: Customer Support Manager

Responsibilities

• The Service Support Officer will be responsible for liaising with the relevant technical units to ensure the maintenance of contracted service quality as well as the timely resolution of escalated customer issues.
• The Service Support Officer will also provide performance reports, track SLAs, repeat issues and service credit requests to facilitate customer retention.

Other responsibilities include to:

• Establish and assure the contracted service quality
• Work with the Operations and Vendor Management teams to obtain Service Improvement plans for non-performing vendors.
• Escalate repeat incidents for Management visibility.
• Review customers’ performance report for accuracy before sending to customers.
• Engage customers for convenient window for maintenance activities and provide feedback to the operations team
• Advise Technical teams on areas of low performance and request improvement plans.
• Reconciliation of availability reports and service performance with customers.
• Liaise with Finance to process service credits for customers in cases of SLA breaches.
• Support GNOC by providing customers’ escalation matrixes.
• Work with operations to ensure newly connected customers are included on the Network Monitoring tools such as inter-mapper, IV portal etc.
• Assist in managing customers in case of POP outages and prolonged service outages.
• Arrange service review meetings with customers.
• Work with the IP team to report customer traffic utilization trends for upsell and/or cross sell opportunities.
• Collaborate with the GNOC to identify customers who have powered down their communication devices over a period of one week, for escalation to Account Manager’s or Service Management Officers to engage them to prevent churn.
• Advise the Operations team of terminated services for equipment retrieval and removal of such circuits from monitoring tools to free up licenses for future use.
• Work with all stakeholders to ensure maximum customer satisfaction at all times

Qualifications

• Bachelor's degree in a relevant field.
• At least two (2) years of relevant experience.

Competencies Required:

• Very good interpersonal and relationship building skills
• Strong oral and written communication skills
• Keen attention to detail
• Accountable and dependable
• Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
• Ability to develop an in-depth knowledge of MainOne’s product and service offerings
• Ability to manage difficult situations and customers
• Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
• High level of integrity and professionalism, especially in dealing with confidential information
• Time and priority management skills
• Excellent analytical and problem solving skills.