Fixnet Activation and Assurance Support

vor 1 Monat

Crissier, Schweiz Salt Mobile SA Vollzeit
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Well, we're looking for talented people who share our interests and values. Do you focus on the essential and do what you say? Do you try to make things simple and dare to be original in what you say and do? And most of all, do you excel in providing exceptional service every day?Fixnet Activation and Assurance SupportWorkplace: Crissier

Your Mission

You will ensure smooth activation of the broadband solution, ‘Salt Home’ (Fixed internet, Salt TV and internet), for residential and business customers, as well as the fast and effective process of troubleshooting issues post service activation and orchestrate the efficient involvement of each concerned party involved in the process.

You will be the technical point of contact for our network partners, fibre distributors and will be responsible to manage the customer complaints from call centres.

You will ensure the best “Salt Fiber” fulfilment success rate and customer experience, take in charge provisioning bugs and incidents, implement work around and follow resolution with development teams and partners, and ensure the most efficient possible operational process.

Your duties

Activation

Until the customer is up and running, be the technical point of contact for the call centres and partners for complex issues and escalations regarding the activation processIdentify, investigate and ensure the correction of the issues that prevent the fulfilment to happen properlyMonitor tickets and reportsTreat requests by mail and phone

Support

Once the customer is active, be the technical point of contact for call centres and partners in case of complex incidents or escalations regarding service functionalityInvestigate and follow up on complex incidents and escalationsEngage the necessary internal support team or/and partners to resolve the incident

Process and documentation

Conduct regression tests for new Internal Software ReleasesObserve and propose changes to improve existing processesPropose corrections for recurring issuesMaintain an accurate documentation and guidelinesAssure technical support and training to other teams

What you bring

Experience in Fixed internet access support (Internet, TV and Telephony)Intermediate knowledge of fixed telephony services and architectureFamiliar with IT service ManagementMS Office skills, Excel proficiencyFamiliar with work collaboration tools: Jira, ConfluencePrevious experience in similar role not required but appreciatedResponsible and customer orientedCommitted to produce work of highest quality and problem-solving skillsFluent in French & German, English an asset

What we offer

An exciting and dynamic environment with a unique start-up corporate culture, where proactivity and personal commitment are highly valued

Interesting and diverse field of activity in a dynamic organization with a flat hierarchy structure and short decision-making pathsUnique start-up corporate culture where proactivity and personal commitment are highly valuedModern work environmentPart-time home office possibleVarious fringe benefit

Have we sparked your interest? Then we definitely would like to get to know you. Please apply to us online (we only consider online applications).

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