Detailed Description

Reporting to the Fixed Customer Services Lead the role holder will provide technical expertise and support for fixed-line broadband services (such as FWA, FTTH, FTTB, and cable services). They will work closely with customers, partners, and internal teams to ensure timely resolution of technical issues, seamless service fulfillment, and enhanced customer satisfaction. They will act as a key point of contact for managing escalations, providing troubleshooting expertise, supporting service delivery to first line teams, dispatchers and technicians on ground while ensuring smooth collaboration between multiple stakeholders involved in service delivery.

Key Responsibilities:

1. Partner Management:

Serve as the primary liaison between internal teams and external partners, such as contractors, third-party vendors, and service providers. Ensure partners meet agreed-upon service levels and quality standards for installations, maintenance, and technical support. Track and monitor partner performance, escalating issues when needed and ensuring prompt resolutions. Collaborate with partners to optimize workflows, reducing service delays and ensuring effective service delivery.

2. Customer Obsession:

Maintain a customer-first mindset by addressing issues proactively and ensuring high levels of satisfaction with the service experience. Provide prompt, efficient, and empathetic responses to customer inquiries or concerns, addressing both technical and service-related matters. Regularly follow up with customers to ensure any technical issues are resolved to their satisfaction, offering updates, and ensuring a smooth experience. Implement preventative measures to reduce recurring service issues and identify opportunities to improve customer experience.

3. Seamless Service Fulfillment:

Coordinate the installation and activation of fixed-line broadband services, ensuring that timelines and customer expectations are met. Work with internal teams (sales, field engineers, dispatch) to schedule, track, and execute service fulfillment from installation through to post-installation support. Ensure that all service installations are done according to customer specifications, with full functionality and quality assurance. Address any service disruption concerns promptly, minimizing downtime and ensuring customers receive continuous service.

4. Stakeholder Management:

Work with internal teams, such as Call centre teams, technical teams, Commercial & channels team, and product management, to manage the customer journey and service lifecycle. Report on performance metrics, challenges, and customer feedback to relevant stakeholders to ensure alignment on service expectations. Collaborate with the sales team to ensure a smooth transition from the sales process to service fulfillment. Manage cross-functional relationships to resolve issues quickly, improve operational efficiency, and implement process improvements.

5. Supporting Dispatch Team:

Collaborate closely with the dispatch team to ensure smooth scheduling of service visits and appointments for installation, troubleshooting, or maintenance. Assist in prioritizing dispatch tickets, ensuring urgent cases or high-priority customers are handled first. Support the dispatch team with technical guidance, ensuring technicians are adequately equipped and have all necessary information for service fulfillment. Monitor and track field engineer performance to ensure services are completed within service level agreements (SLAs) and customer expectations.

6. Receiving and Supporting Call Centre Escalations:

Act as a point of escalation for technical issues or complex customer service problems raised by the call centre team. Provide technical assistance to call centre agents, enabling them to resolve customer issues more effectively and efficiently. Ensure that escalated issues are handled swiftly, conducting thorough troubleshooting to identify the root cause and resolve technical issues. Collaborate with the call centre team to ensure they have the necessary tools, training, and documentation to provide timely and accurate support.

7. Problem Resolution & Technical Support:

Diagnose and resolve technical problems related to fixed broadband services, such as connectivity issues, performance degradation, and hardware malfunctions. Provide in-depth troubleshooting, guiding customers, and internal teams through advanced technical solutions, including remote diagnostics and field visits when necessary. Collaborate with engineering teams to escalate unresolved issues, ensuring rapid resolution and minimizing customer impact. Maintain a detailed record of technical issues, resolutions, and lessons learned to improve future support and operational processes.

8. Continuous Improvement:

Actively identify areas for process and service improvements, collaborating with internal teams to implement best practices and increase efficiency. Analyse recurring issues or service disruptions and provide feedback to product and engineering teams for the development of long-term solutions. Stay up to date with the latest developments in fixed broadband technologies, troubleshooting techniques, and customer service tools. Participate in ongoing training, workshops, and knowledge sharing to keep skills sharp and improve service delivery.

Required Skills and Qualifications:

Bachelor’s degree in engineering, computer science, BSc Electronics, Telecoms, MIS, or any related technical field. CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage or equivalent certification. At least 2 years’ experience in technical support and preferably for an Internet Service provider, telecommunication services provider or equivalent. Familiarity and experience with FTTx, GPON & wireless access technologies. In-depth knowledge of fixed broadband technologies (e.g., FWA, FTTH, FTTB, cable), including understanding the technical aspects of provisioning, fault isolation, and troubleshooting. Strong troubleshooting skills to diagnose and resolve both simple and complex technical issues with broadband services. A deep commitment to customer satisfaction, ensuring that issues are addressed promptly and professionally, with a focus on creating positive experiences. Previous experience in a technical support or customer service role, preferably in the telecom or broadband industry. Familiarity with service management software, CRM systems, ticketing platforms, Network Management systems (NMS), and remote diagnostic tools. Technical certifications (e.g., Cisco, CompTIA Network+, or similar) in networking or telecommunications. Knowledge of troubleshooting techniques specific to fixed broadband technologies. Experience with service level agreements (SLAs) and performance metrics management.