Job Description
- Experience in Provide technical support to Partners via fault tickets for voice and broadband services.
- Know how rage fault reports and ensure the ticket is assigned to the correct internal or third-party resolver group for resolution.
- Experience on Technical service deck and hands on ticketing tools
- Booking engineer appointments on behalf of the Partner for end user visits.
- Provide regular updates to Partners on faults until fault resolution.
- Manage third party resolver groups to ensure they are resolving faults within SLA.
- Escalate with third-party resolver groups if SLA breaches.
- Cross domain co-ordination- Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
- Ensuring customer satisfaction at all time.
- Quick decision making and reduce the learning curve on bespoke scenarios.
- Expected to be skilled with understanding...
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