Front Office IOC (Integrated Operations Center) Specialist

Letshego Holdings Limited

South-East District, Botswana


Aug 30

To provide technical assistance and support to both customers and customer facing personnel on issues related to products, computer systems, software, and hardware to improve customer experience and turnaround times., including monitoring customer complains, frequently experienced issues, product and process related issues, including escalation to the responsible team. Provide first level resolution including taking full end to end ownership for all raised issues.Ensure quick turnaround times of customer queries and problems through troubleshooting, diagnosing and filtering customer complaints, directing customer complaints to the right channels.Provide support on technical problems related to Digital Mall, and escalate to back office accordingly.Perform Alarm Surveillance, Trouble Ticket Management, Change Management Monitoring for 1st Level Service Restoration Activities. Execute Front office activities and routines according to schedules defined by Service Delivery Lead and Country IT Head.Contribute to both internal and external training material, problem management procedures and online documented solutionsMaintain customer relationships from an operational and technical angle by establishing close working relationships with digital support center agents, customer experience personnel, DSAsEnsure inter working relationship and co-ordination of fault origins with other Vendors including ISPsEnsure Management Escalation and Updates of Critical/Major Network problems per the notification and escalation process. Ensure the operative performance at specified level according to the third party contractual SLA and KPIEnsure compliance to defined SLAs

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