Service Experience Specialist Engineer
Job Description
Title: Service Experience Specialist Engineer
Company Name: Banglalink
Vacancy: Not specific
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
Educational Requirements:
∎ B.Sc. in Computer Science and Engineering or Electrical and Electronics Engineering from any UGC Approved University
Job Responsibilities:
∎ Handle customer complaints on IT & Digital services from OTT, mobile App, Social media, & other digital channels, Service KPI analysis of technology nodes, troubleshoot & provide 1st level feedback/solution.
∎ Identify critical service impacted issues & close co-ordination with internal Technology Units (Planning, IT, & Operations) for timely resolution, identify service level improvement scope & provide feedback to concern complaint issuer after resolution within SLA.
∎ Manage customer complaints from B2C (Contact Center, Sales) & B2B customers through internal online customer interfaces & emails and provide initial resolution by identifying key issues & KPI analysis with complaint trending.
∎ Ensure time to time SLA revamp and automation of E2E SLA governance in System Tool.
∎ Develop uniform customer complaint management module to receive complaints from different customer facing interfaces and address change requirements of service integration/modification in module.
∎ Conduct User acceptance Testing (UAT) with both technology & commercial (CE & Digital, Marketing, Contact Center) stakeholders for deployment of different new CEM tools and applications.
∎ Coordinate closely with Digital Stack project stakeholders for IT & Digital Service complaint module UX/UI design and help to identify CMS issue to improve the quality.
∎ Get customer insights from different customer facing interfaces and co-ordinate with commercial & technology units to improve Technology Service NPS & Customer Experience
∎ Prepare report on Digital & IT service type & complaints, Complaints trending & insight analytics, Weekly SLA Compliance report.
Additional Requirements:
∎ Hands on Knowledge on IT charging, billing and CRM applications
∎ Sound knowledge of GSM/WCDMA/LTE Technology
∎ Thorough knowledge in IT Service Management concepts and processes.
∎ Good Knowledge of UAT and Other software testing technique
∎ Basic knowledge of network KPIs
∎ Basic Knowledge on Map Info
∎ End to End knowledge of IT Service & Application platform
∎ Skilled in Solutioning/project management skills
∎ Strong communication & negotiation skills
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 8 May 2022
Company Information:
∎ 8 May 2022
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication
Category: IT/Telecommunication
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