About the Role
Description
·Manage, analyze, and process V/VIP technical service complaints tickets for wireline products.
·Monitor complaints trend including degradation in service KPIs. Advise partners of service affecting issues through service advisories
·Manage resolution of escalated V/VIP Broadband customer issues
·Drive immediate solution to V/VIP customer issue endorsed by, SLT. NTG/Business Mancom, EG/SG/ Platinum, Exec Endorsed, Service Desk and CXM, CLSG, SAQ, Stores, etc.
·Level 2 support to TAC to resolve related V/VIP customer issue.
·Monitor, follow through and ensure closure of all V/VIP complaints for Broadband
·Support Incident Management
·Follow up on V/VIP complaints, aging tickets and escalations from Business team and Service Desk. Ensure aging V/VIP service tickets have resolution & timeline
·Facilitate meetings for escalated & V/VIP Broadband customer issues
·Join technical bridge /meeting to provide...
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