Jobs at IpNX Nigeria Limited

Purpose of the Job (Brief)
The Field Support Specialist will supervise teams responsible for maintenance of cable and termination,Commissioning and Testing Equipment of fibre drop cables networks on the Roads Telecommunications Service networks. This will include repairing any Fibre or Copper Cable break. This role is responsible for carrying out planned and contingency operations and maintenance (O&M) services in accordance with approved procedures and safety standards

Key Activities

Facility and Infrastructural Maintenance

• Coordinate user support efforts by diagnosing network and device problems and implementing technical or procedural solutions

Operations & Maintenance Lead Field Support Specialist

• Implements proactive maintenance and sets up system monitoring, to reduce equipment failure and incident response time
• Execute Planned Preventative Maintenance schedule; working as part of the team to deliver effectively, on time & within budget.
• Diagnoses network and device problems and implements technical or procedural solutions
• Ensure Quality Control Checks on all reports for resolved incidents in accordance with defined procedures.
• Perform inventory of equipment and consumables required by Contractors, ensuring availability and repair / return of same.
• Maintains accurate records of the condition of splitters, equipment in all buildings, and inspections
• Prepare regular reports on all inspections and work orders as may be necessary.
• Proactively anticipate potential safety hazards and be prepared to undertake any emergency actions required
• Ensure efficient Operations
• Maintain the highest standards for safety and actively promote a world-class safety culture in all aspects of operational procedure
• Adhere to daily & weekly checks to ensure smooth operation of sites, keeping up to date & accurate records
• Ensure all work carried out is done so within the Health &Safety requirements
• Lead tactical response teams to resolve specific technical issues by delivering root-cause remediation and successful timely implementation of Engineering Operations
• Ensure continuous improvement efforts on infrastructure through monitoring of compliance to standards of procedures and policies, while delivering performance against agreed metrics
• Manage maintenance and repair programs, making sure there are no service failures.
• Perform efficient field service activities, including on-site installation, upgrades, preventive maintenance and system repairs

Business Continuity and Disaster Recovery

• Maintain routing plans, network maps, and disaster recovery plans to aid business continuity in the event of an unforeseen service disruption
• Enable the division to deliver 100% uptime on all lastmile infrastructure
• Conduct Incident management as either first responder or incident commander
• Execute the set clear guidelines for communicating and escalating critical issues to supervisor to minimize business disruption due to infrastructure support issues
• Conduct performance benchmarks, conducting analyses, and preparing documentation reports on all aspects of the critical facility operations and maintenance

Planning and Documentation

• Execute Operations and Maintenance (O&M) plan in line with the B2C business objectives
• Produce timely and accurate reports of field activities: e.g. service reports and expense reports
• Execute policies, procedures and work standards required for the maintenance of last-mile fibre infrastructure and ensuring compliance by all maintenance teams.
• Provide feedback to support teams for correcting system documentation and updating Customers.
• Execute performance benchmarks, conducting analyses, and preparing documentation reports on all aspects of the critical facility operations and maintenance
• Prepare operations and maintenance activity and performance

reports

Team Leadership, Coordination and Supervision

• Solve a broad range of hardware and/or software problems of varying scope and complexity
• Motivate and coordinate maintenance teams for individual supervision, support and performance evaluations
• Train & Monitor assigned maintenance teams to ensure that safety procedures and work practices are always strictly adhered to
• Work within Service Operations to ensure that SLAs are met and exceeded
• Monitor and control expenses within a defined budget
• Develop and maintain strategies for continuous performance improvement

Stakeholder
Management and Research

• Responsible for the on-site management of sub-contractors and vendors, ensuring that all work performed is in accordance with established practices and procedures
• Managing the relationship with Facility managers and their facility staff
• Monitor vendor RAMS (Risk Assessment Method Statements) and MOPs (Methods of Procedures) and ensuring all safety procedures are adhered to while performing work
• Research, investigate, evaluate, and qualify potential new equipment for network deployment
• Keep abreast of changes in industry practices and emerging telecommunications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings or workshops as specified by the division
• Draft of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers
• Manage storage of stock to agreed levels and ensure that you have parts available to complete jobs as quickly and efficiently as possible.
• Liaise with Line Manager to agree non-reactive works to be undertaken

Demonstrate (Key competencies)
Educational Qualifications & Functional Skills:

• Bachelor’s Degree or Higher National Diploma in Electrical Engineering, Mechanical Engineering or relevant discipline
• Fundamental knowledge of network design and layout as well as low voltage (copper/ fibre) cabling
• Ability to confidently communicate with personnel at all levels of the organization.
• Extensive technical knowledge deploying and managing network and infrastructure environment
• Well organized, articulate and has numerate skills
• Knowledge of network hardware configuration and management, including routers, firewalls, switches etc.
• Demonstrable capability to form and lead tactical response teams to resolve specific technical issues by delivering root-cause remediation and successful timely implementation
• An ability to deliver results in highly complex, technically challenging situations where collaboration across multiple teams is required
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases
• Have an entrepreneurial spirit
• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources
• Aptitude in decision-making and problem-solving
• Demonstrable communication, interpersonal and relationship management skills at expert level.
• Demonstrable leadership and influencing skills at a senior level
• Environmental / Industry analysis
• Documentation and Strategic planning skills
• Excellent communication skills
• Project management skills also desirable

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Purpose of the Job (Brief)
The Call Center agent deals with customers via telephone, Internet, e-mail and instant messaging. They are required to handle a variety of functions, including customer advocacy, technical support, cross-selling, up-selling and customer contact. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.
Expected Key Results 

• Ensure Customer satisfaction at every contact via Phone, emails and other online medium.
• Follow up on unresolved complaints.
• Ensure Customer satisfaction.
• Excellent listening, questioning and communication skills.
• Excellent E-mail writing skills.
• Adhere to the telephone etiquette.

Call Center Supervisor

Call Center Agent

• Informs customers by explaining procedures; answering questions; providing information and feedback.
• Customer Engagement 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 when they arise.
• Build sustainable relationships and engage customers by taking the extra mile.
• Email handling and OTRS accuracy Prompt response to mails.
• Ensure OTRS data accuracy and consistency.
• Ensure responses are consistent with the contents of
• the email. (Enquiry; feedback or complaint)
• Response Time to Calls and Emails Ensure prompt response to in-bound calls.

Customer call frequency.

• Must be clear, direct and not vague in their 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.
• Customer Retention Rate Provide excellent customer service in such a way that we can retain the customers.
• Compile complaint call and log.
• Must be the voice of the Customer.
• Maintain a high completed Call rate Ensure that the Call abandonment rate is very less than 10%.
• Maintain a call completion rate of 90%.
• Ensure that in-bound calls are picked before the third ring.
• Escalations Must escalations issues that they cannot handle to their supervisor.
• Must avoid keeping the customer waiting on a call.
• Identify and escalate priority issues observed.
• Any other duties assigned by supervisor or manager

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)