Responsibilities

The purpose of the role is to provide voice technical support to the business, internal and external customers. Within the Voice Technical Support department, you are providing support to customers using the Rain 4G Mobile SIM cards including MNP support, voice support and SIM Swap service. You are also required to find ways to enhance the voice technical support processes, policies, and procedures. Key Responsibilities:

• Handle all tickets within agreed time frame as per Service Level Agreements (SLA’s).
• Actively engage customers and elicit necessary information required.
• Manage the voice technical support mailbox when required
• Provide constant feedback to customers regarding any queries escalated to other department(s) or other operators
• Conduct a needs assessment to identify, prioritize and resolve/refer cases in accordance with the company’s escalation procedures.
• Resolve queries/Close tickets within agreed set turnaround times and service level agreements (SLA).
• Identifies and develops best practices for working with or adding value to the customer, and the business
• Efficiently provide solutions to a complex query.
• Ability to find ways to improve Voice technical support processes and procedures
  
  

Personal attributes:

• Be a team player
• Be proactive and creative
• Strong problem solver
• Excellent interpersonal and communication skills