Residential Technical Support

Posting Country: Albania

Date Posted: 14-Jan-2021

Full Time / Part Time: Full Time

Contract Type: Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Job title: Residential Technical Support

Role Profile:
Provide technical support to customers or staff on all company supported services. Project a professional company image through phone interaction. Troubleshoot all technical problems and determine source, and advise on appropriate action. Follow up with customers the resolution of such problems. Use appropriate computer systems to log and report technical problems and their resolution. Help customers with hardware configurations and equipment testing. Aim to get maximum positive feedback from the customers.

Key Responsibilities:

Deal with customer complaints efficiently and professionally.
Provide customers with product and service information and Upsell products and services.
Configuration of Coax, Wireless, , Mail Client, etc.
Escalate problems that require L2/ L3 support to the appropriate department.
Identify, research, resolve or report customer issues using company’s logging and monitoring systems.
Complete call logs and reports in professional manner.
Recognize, document and alert the supervisor of trends in customer feedback.
Recommend process improvements.
Make sure that the Abcom website is always updated with relevant technical support information by providing the necessary information to the webmaster.
Cooperate with field engineers for troubleshooting and support duties.
Provide on-the-job training for new employees.
Resolve TT within required KPI-s

Knowledge and skills required:

Excellent communication skills, verbal and written, in Albanian and English.
Excellent customer management skills.
Excellent knowledge of Abcom products and services, IP protocols (TCP/IP, DNS, HTTP, DHCP, SMTP), and the ability to install and support all customer equipment.
Ability to communicate with vendors, should any issues arise, or new products or services are marketed and help the work of the team.
Ability to work with a rotating shift system
Ability to work individually or as part of a team.
Good time management skills in order to achieve personal and team objectives.
Ability to take ownership and be willing to resolve any issues that arise. Ability to identify procedural issues that affect the work of the team and recommend solutions.
Ability to acquire new skills with on-the-job training.
Ability to provide on-the-job training to new employees

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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