Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
Job Title: Manager, Technical Customer Support Services
Assist in the resolution of all Technical and IT Systems related customer issues and queries: - tracking and confirming appropriateness.
Perform quality and service assurance functions across the customer base
Contribute to increasing the customer satisfaction index
Assist in the resolution of all customer issues relating to Technical, IT Systems, Products and Services issues or other customer impacting issues and validate the remedial actions.
Develop, Implement and Manage an End-to-End Service Assurance Portfolio.
Ensure accurate and effective SLA Management for all customer issues (Technical and IT related)
Monitor and Advise Processes improvements where it affects the Customers and Issues resolution
Reports management for Technical and IT Systems, Products and Services issues; Resolution management against defined business rules
Keep abreast of global and local best practice as it relates to Technical, IT Systems, Products and Service quality and assurance.
Measuring key service assurance indices across the Technical and IT Systems, Products and Services teams.
Understand all new products and services and proactively resolve all potential Technical, IT Systems and Products issues that may arise post-implementation.
Collaborate with all relevant stakeholders on all escalated issues within agreed SLAs.
Participate in the development of new products and services, provide support where required
Carry out other tasks and assignments as assigned by the Head, Technical Customer Support Services.
BA, BSc, HND, MBA, MSc, MA
Technical, Engineering, ICT, Computer
Method of Application
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