Jobs at IpNX Nigeria Limited

Job Description

• The Call Center agent deals with customers via telephone, Internet, e-mail, and instant messaging.
• Handle functions including customer advocacy, technical support, cross-selling, up-selling, and customer contact.
• Provide prompt, efficient, and courteous service to callers, contributing to customer satisfaction.

Responsibilities

• Follow up on unresolved complaints.
• Ensure customer satisfaction.
• Possess excellent listening, questioning, and communication skills.
• Demonstrate excellent E-mail writing skills.
• Adhere to telephone etiquette.
• Inform customers by explaining procedures, answering questions, providing information, and feedback.
• Follow communication scripts when handling different topics.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Seize opportunities to upsell and cross-sell.
• Build sustainable relationships and engage customers by going the extra mile.
• Ensure prompt response to emails.
• Ensure OTRS data accuracy and consistency.
• Ensure responses are consistent with the contents of the email (Enquiry, feedback, or complaint).
• Ensure prompt response to in-bound calls.
• Monitor customer call frequency.
• Maintain clear, direct, and non-vague communication with customers (Calls and Emails).
• Manage large amounts of inbound and/or outbound calls in a timely manner.
• Meet personal/team qualitative and quantitative call targets.
• Provide excellent customer service to retain customers.
• Compile complaint calls and log.
• Be the voice of the Customer.
• Ensure Call abandonment rate is less than 10%.
• Maintain a call completion rate of 90%.
• Ensure in-bound calls are picked before the third ring.

Educational Qualifications & Functional Skills

• Minimum Requirements: HND / B.Sc, Any Discipline.
• Minimum Experience: 2 years’ experience in a contact center.

Work Experience:

• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company.

Other Requirements:

• Customer Focus.
• Tech-savvy.
• Action orientation.
• Drive results.
• Cultivate Innovation.
• Ability to optimize work processes.
• Resilience.
• Self-Development.
• Ability to multitask, set priorities, and manage time effectively.
• Nimble Learning.
• Good oral and written communication.
• Team player.
• Computer literacy.
• Familiarity with CRM systems and practices.
• Telephone Etiquette.
• Strong phone, verbal, and writing communication skills along with active listening.
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, etc).

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Description

• To monitor the network and provide all required first-level support to core network infrastructure issues.
• This includes liaising with ipNX service providers and ensuring escalations are carried out in line with the defined guidelines.
• Ensure smooth running of all network monitoring systems, both for Core network nodes and transmission network.
• Run on 247365 network monitoring operation.
• Ensure Core network and Customer links Monitoring applications are functioning properly: Solarwinds, Nagios, Nagviz, SAM, VNQM, etc.
• Engagement of various Colo/POP sites manager in ensuring smooth running of the sites and our equipment therein.
• Escalating issues related to cooling, voltage instability, shelter leakages, etc.
• Ensure continuous engagement of vendors and OEMs on service-related issues.
• Proactively escalate issues to the network infrastructure team for capacity planning and network optimization.
• Managing access requests for ipNX Operation team visit to POPs/Colo sites, arranging joint visits to sites.

Educational Qualifications & Functional Skills

• University Degree in Engineering.
• 3 - 5 years work experience.
• Professional Qualification (CCNA, CompTIA Network+, ITIL, etc.) an added advantage.
• Knowledge of networking and network monitoring/management.
• Knowledge and experience with various web technologies.
• Ability to learn new things quickly.

Functional Skills:
Monitoring & Troubleshooting and Alerting:

• Proactive monitoring of the status and performance of network infrastructure and services across the regions.
• Troubleshooting and resolving first-level network outages on the network.
• Perform second-level escalation on network outages or faults to responsible parties.
• Proactive monitoring of the FTTH network (OLT outages, PON port outages, link outages, etc.) for all faults and outages.
• Proactive monitoring of hardware status of equipment (cooling, power, security, etc.) running on the network and escalating to responsible parties in the event of a fault.

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Description 

• The Direct sales executive (DSE) is responsible for driving sales increase of all ipNX retail products (FOS) within the territory he works in.
• She/he must recruit new subscribers through personal engagement and follow up.
• The DSE must be able to develop relationships with Estate managers, facility managers and any key stakeholder. DSE’s must be able to win back churned customers and re-build broken relationships.
• The DSE must recruit 30 subscribers or more every month.
• Must be able to negotiate terms of an agreement to a satisfactory level and close sales with minimal supervision.
• Manage, maintain, and grow a pipeline of qualified prospects, almost completed deals. • The DSE must maintain and grow a prospect list. This pipeline report must be submitted on a daily basis – 10 unique prospects every day.
• Carry out route mapping to identify potential and existing customers within the given territory.
• Cold call potential customers to establish initial contact.
• Act effectively as brand ambassador and the first point of contact for potential customers.
• Submit weekly reports, with all sales reports submitted every week.
• Work in collaboration with the team, developing good working relationships.
• Develop good relationships with ipNX customers.
• Maintain a good working relationship with Team Lead and other DSE’s.
• Be polite at all times to customers and report any customer feedback during weekly meetings.
• Must be willing to work at least 3 weekends every month.
• Ensure compliance with ipNX values, policies, and standards, and ensure compliance with all local statutory requirements.
• Must be present at all sales trainings and weekly meetings.
• Must abide by the ipNX policies and standards when on ipNX premises and in dealing with customers.

Demonstrate (Key Competencies)
Educational Qualifications & Functional Skills:

• HND in Engineering / Computer Science / Marketing / Sales / related disciplines.
• Understanding of communications Network, experience in a B2B, B2C sales environment; field sales, consistent track record of success in achieving product effectiveness and customer experience targets.
• Demonstrate a high level of analytical thinking, gather and analyze information, and provide viable insight about market trends and customer behavior.
• Demonstrate a high level of organization and quality with multitasks, efficiency & priority setting.
• Good Microsoft Office suite competence.
• Exemplary communication skills – both face-to-face and over the telephone. Ability to communicate effectively at all levels of an organization and favorably project ipNX products & services.
• At least 2 years’ experience within the telecoms sector
• Knowledge of retail market, competitor behavior and strategy, including related product dynamics and product management.
• Must demonstrate interpersonal capabilities and leadership.

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Job Description

• To ensure efficient service delivery to customers and ensure customer satisfaction for all new old services and support related service on the wireless platform
• Corporate Customers: Restore service failures within 4 hours of its occurrence- Implementation and integration of new projects.
• Incident Management Communication: Provide prompt feedback for input into the OTRS Application with information relating to activities being carried
• out to resolve customer service incidents.
• Preventive Maintenance: Identify, plan and execute nodes/segment that require preventive maintenance on the network.
• Identify, plan and execute nodes/segment that require preventive maintenance on the network
• Perform standard installation on all wireless link; both core backbone radio and customer links.
• Prepare the as-maintained documentation and generate configuration database within region/subregion for efficient network management
• for the O&M Unit
• Ensure adequate and comprehensive survey reports for new customer link deployment or relocation of existing ones.Support status reports are done and submitted timely as fault docket for review.

Educational Qualifications & Functional Skills

• Candidates should possess minimum of an OND.
• 3+ years relevant work experience.

Functional Skills:

• Customer centric and stakeholders management.
• Ability to solve complex problems in the shortest available time using own analytical skills.
• Good interpersonal skills with customers, vendors and members of team.
• Good knowledge of installation and configuration of Radio devices and its relevant integration to the network (LAN & WAN).
• Ability to use network monitoring/optimization devices (software/hardware) to proffer solutions to network related problem and optimize network performance where necessary.
• Understanding of the base station power supply (dc and ac) architecture and interconnectivity of relevant power devices/components.
• A hand on experience with use of command prompt and Ping as tool for troubleshooting is desirable.
• Experience with Wireless Point-to-Point and Point-to-Multi point technologies is desirable.
• Experience with leading inter-departmental negotiations, consensus building to reach common technical solutions.
• Strong telecommunications, IP design skills, in depth knowledge of IP Network Troubleshooting.
• Sharp analytical and logical reasoning.
• Work effectively with own initiative with minimal supervision and also as a part of a team.

Demonstrate (Key Competencies):

• Technical Site Survey (TSS) on wireless radio platforms. Using tools like GPS, Binacular, Compasses and Microwave link budget software for data collection and analysis.
• Implementation and integration of new radio and microwave links.
• Radio: License and license exempt implementation and troubleshooting.
• Ensure JCC are signed off and submitted to Billing Unit for subsequent invoicing.
• Have basic knowledge of IP network design, implementation, maintenance to support voice, data.
• Good rigging skills radio technologies.
• Basic knowledge of Antenna technology
• Basic knowledge of frequencies and Modulation schemes.
• Very good knowledge of various Cable and connector types and the termination of the connectors
• Adequate computer knowledge.
• Recommend and modify network configuration to improve efficiency and cost effectiveness.

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Purpose of the Job

• Provide first-level off-site technical support for all ipNX services: Voice, Data connectivity, Internet services, WiMAX services etc. To consistently provide a high level of excellent customer service and support ensuring customers satisfaction.

Expected Key Results (Detailed KPIs):

• Network Implementation
• Network Support
• Network Integration
• Incident Management (First Call Resolution)
• Network Services Support
• Efficient Network Infrastructure Strategy for Customers

Educational Qualifications & Functional Skills

• (B.Sc / B.Eng) Computer Science/Computer Engineering /Electrical-Electronics Engineering (Second Class Upper division)
• CCNA, CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.
• Work Experience:
• A hands-on experience with the following is a must: IP Routing, MPLS, QOS, VPN.
• Knowledge and experience with network security (IPSec Firewalls) are desirable.
• Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organizations
• Other Requirements:
• Customer Focus
• Tech-savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning

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Description 

• This requires a brief description of why the role exists and how it connects to the overall strategy of the business. On looking at the purpose of the role, we can also view to strategic intent for the role and the likely accountabilities.

Site Survey and Design:

• Conduct site surveys for study and planning of new FTTH deployment.
• Prepare Low-Level Design of Civil and Fiber Infrastructure for Optical Distribution Network (ODN) deployment to cover future demands.
• FTTH Optical Distribution Network (ODN) planning, cost estimation, route selection, fiber management, and fiber link power budgeting.
• Prepare detailed FTTH design drawings, including duct layouts and cabling layouts.
• Preparation of BoM for FTTH OSP projects.
• Preparation of High-Level project scope description.
• Preparation of fiber cabling plan and splice plans for FTTH projects.
• Review as-built drawings with FTTH roll-out team to ensure conformity with the original design.
• Planning and site selection of Central Offices (CO).
• Design of Central Offices’ civil and fiber infrastructure.

Project Related Activities:

• Pre-project discussions and coordination with FTTH roll-out team and OSP vendors.
• Joint site walk-throughs with OSP Supervisor and contractor after kickoff meetings.
• Conduct joint surveys with the project team to resolve variation and change in scope issues.
• Revise designs and BOMs and send in the documents for variation or scope change approval.

Accuracy of Planning and Design:

• Accuracy of OSP design (measured by the level of modification required by the Team Lead before final submission to the Head, Network Services Business Unit).
• Accuracy of Bill of Materials within tolerance limits.
• Percentage of time site surveys are done within schedule without unnecessary revisits.
• Accuracy of High-level Descriptions (measured by the level of modification required after submission to Team Lead).
• Accuracy of Fiber Splice Plans.

Educational Qualifications & Functional Skills

• HND in Electrical/Electronics/Computer Engineering/Computer Science, Information Systems.
• Field experience for non-science or engineering backgrounds can be considered.

Work Experience:

• Experience using CAD (Autocad, Visio) and Microsoft Office software.
• Excellent communication skills.
• Analytical and problem-solving skills.
• Prioritizing work.
• Generating and maintaining accurate records.
• Outside Plant Fiber experience – site surveys, fiber laying, splicing, termination, troubleshooting.
• Ability to use fiber tools (e.g., optical power meter, light source, and OTDR).