Product Support Specialist : Voice and Data

🗏Job Type

Full Time

Job Description


q Manage and resolve escalations within allocated time frames

q Quality assurance

q Performance Management

q Participate in operational or projects meetings

q Training

q Ensure business adherence to ITIL standards and ITIL methodology are applied at all times.

q Ensure strict adherence to business policies, processes and procedures

q Assist with site specific documentation in order to ensure that it is updated, accurate and conforms to Bytes’ standards

q Ensure that expenses are within budget, Identify and implement cost reductions, Ensure that training is cost effective

q Build technical relationship with our clients to influence and provide guidance, Build internal relationships to improve perception and utilisation of resources. Conduct product info sessions and guidance sessions Build strong and working relationships with OEM / suppliers

q Ensure that onsite technical support is given within 8 hours of any request.

q Ensure that technical support given resolved the problem 100% of the time

q Ensure that technical staff adhere to policies and procedures resulting in a maximum of 2% of correction actions raised due to skills and process deviations Ensure the completion of a detailed and accurate field trip report within 2 days of every on-site problem resolution performed.

q Ensure that all telephonic assistance is recorded against the work order Provide dial-in remote support and administration for targeted customers

q Provide leadership and guidance on technical service delivery for solution of service issues

q Provide leadership and technical guidance to improve install base performance - uptime to clients

q Provide technical guidance to improve installed base performance - reduce call rate

q Provide technical documentation, internal as well as external

q Analyse product / solution performance and take / implement corrective actions to correct performance

q Ensure that the correct parts and skills gear in are adhered to Ensure constant monitoring of vendor product information so that relevant technical information can be provided to the operation

q Ensure adherence to the quality procedures for department Product specialist to perform at least 5 site visits per month Clear all corrective actions within 14 days Ensure a living quality system that is utilised to support the business Ensure a neat and secure work place and work practices Conduct quarterly Service Management reviews and submit minutes

q Ensure that training needs analyses are documented Ensure that all courses have learning outcomes and assessment criteria Ensure that designed courses meet business needs
Ensure that only accredited providers are utilised for training Ensure that training is facilitated as opposed to lectured Ensure that all training courses include both formative and summative assessments Ensure that trainers are fully competent with regards to course material and can convey this confidently

q Product approval process adherence to

Job Requirements


q Have a solid understanding of Telephony

q MCSE or equivalent

q A good desktop and server hardware and software knowledge

q MS Office professional knowledge (Advanced)

q MS Project knowledge ( Basic)

q MS Visio knowledge ( Basic)

q Win Operating Systems knowledge - XP to current ( Advanced)

q A fair understanding of unix/linux would be an advantage.

q Knowledge of VoIP (advance) and SIP (basic to advance)

q Telephonic and Remote Support ( Advanced)

q Fault finding skills is a must (Advanced)

q Alcatel-Lucent OmiPCX Enterprise experience is compulsory

q IT hardware and software troubleshooting experience

q 5 year experience in Telephony

q A fundamental knowledge in design and implementation of Contact Centre’s

q Report and business writing skills experience

q Server virtualization

q Presentation skills

q 5 Year Experience in the relevant Alcatel products

q Familiar with TSAPI, CSTA

q Networking fundamentals is a must.

q Customer relationship management (Basic)

q Worked unix/linux platforms.


q Able to read and apply knowledge to the above accounts

q Hardware and Software skills

q MS Office

q Windows OS – All Versions (from XP up, desktop and server)

q Network Skills

q Technical writing skills

q Server and desktop configuration.

Telephonic and Remote Support

Apply Here http://bit.ly/2K2RJHb

Job id : , #71487, 9 views,

« Customer Liaison OfficerCustomer Experience Team Leader »