ICT Corporate Care Executive

ICT Corporate Care Executive (2 roles)

We are seeking to hire three highly motivated individuals in the role of ICT Corporate Care Executive to join our Customer Care Team in Suva.

As the ICT Corporate Care Executive, you will be responsible to manage the ICT Inbound queue in the delivery of a first-class customer experience for all customers, every day.

Core Responsibilities:

• Troubleshoot all customer issues providing level 1 support including checking account status, customer SM, checking IDU’s, reconfigure wireless routers, link check through AP.
• Monitor the health and integrity of the ICT PMP/ Airmux network.
• Manage ICT Trouble Ticket System through Manage Engine.
• Support ICT Field Engineers for link optimization and ICT installations.
• Ensure the timely and efficient allocation and use of ICT Field Engineer and Contractor resource for Level 2 and Installation.
• Ensure the ICT trouble ticket is maintained to provide accurate, reliable and current information relating to customers and issues for any future references and possible recommendations.
• Provide Daily/ Weekly/ Monthly ICT Helpdesk reports to ICT Service Delivery Manager and CTO.
• Liaising with Corporate Sales on Issues or Installation progress.

Academic qualifications, Skills & Experience required for this role:

•   A pass in Year 13 or equivalent.
• One-year working experience in a similar role in a mid to large organisation.
• Sound knowledge of customer care operations.
• Excellent oral and written communication skills (open style preferred)
• Excellent interpersonal, customer service and problem solving skills.
• Proficient in MS Office applications.
• Ability to work under pressure and meet tight deadlines.
• Telecommunication experience (not essential, but preferred)
• Ability to work constructively within a team environment.