Description
Location: Dublin
Salary: €30,000 - €35,000 euro per annum
Contract Type: 12 Months
Start Date: As Soon As Possible
MOBILE SUPPORT TECHNICIAN
Our client a leading Telecommunications organisation is seeking a Mobile Support Technician to join their team Based in Dublin.
The Senior Mobile Support Technician will have the objective of contributing to a best in class customer journey by carrying out operational processes for mobile offerings to the corporate sector in a professional, customer friendly and knowledgeable manner
PLEASE NOTE: Candidates must have full working rights in Ireland ie (a current Stamp 4 Visa or a EU Passport to be eligible to work in Ireland) to be considered for this role
Mobile Support Technician KEY Responsibilities:
- Technical Support - acting as 1st and 2nd line for all incidents relating to Mobile. Carrying out initial diagnosis and triage; resolving where possible; Back Office investigation where required; and escalating when necessary; at all times keeping customer appraised of status and progress.
- Excellent understanding of mobile network required
- The timely production of appropriate reports for end customers.
- Maintain and continuously improve the material used by the Mobile Support Team to carry out its work.
- Act as a mentor to Junior Mobile Support Technicians.
- Represent the Assure and Service Organisation by providing specific mobile expertise to bids.
- Order Handling and Customer Commissioning - responsible for entry of sales orders, any intermediate staging & building of orders, and all activities to get end users up and running and using their mobile service, including on-site activities where appropriate.
- In Life Management - responsible for managing and fulfilling customer requests relating to their Mobile accounts and subscriptions, including account and subscription administration and billing enquiries and disputes.
- Embrace the brand values of the proposition and reflect this in their daily activities.
- Be a source of Mobile expertise for their peers within Assure and Service to call upon and should look to pro-actively transfer their knowledge and experience to the wider group.
- Be comfortable carrying out a range of diverse activities including bid preparation, order handling, customer commissioning, in life management and technical support, both customer facing and Back Office.
- Strive to continuously improve operational processes.
- Promote customer self support by working with customers' internal support organisations to develop self-sufficiency.
Mobile Support Technician ESSENTIAL Requirements/Skills:
- Minimum 3 years experience in Mobile industry, preferably Technical support in a corporate environment.
- Mobile network expertise - excellent understanding of Mobile networks architecture - RAN, HLR, MSC, GGSN, 2G, 3G, Lte etc.
- Mobile devices expertise - excellent knowledge of mobile devices.
- Networking - experience of other access technologies, for example broadband, Wi-Fi, fixed line desirable.
- Operating systems - iOS and Windows - ability to trouble shoot software and hardware problems