Engineer - Level 2 Voice Support

Job Objectives

To adhere to all Vox policys, processes and procedures created by Exco to be followed correctly to ensure the ultimate customer service experience.
To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
To monitor, track and coordinate all Voice Support functions including tickets, calls, complaints and mail queries from customers and/or Level 1 Support engineers.
To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers.
To support the other team engineers of the Voice Support Desk in order to have them give the best possible resolutions to the customer problems to have 1st call resolution.
To ensure incidents and service requests are managed effectively to the companys policies and procedures to agree upon Technical standard, timeline and first call resolution
To ensure consistent performance to internal KPIs targets of 80% or to exceed performance.
To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.
Job Skills

Written and Verbal Communication Skills
Problem Solving Skills
Alcatel
Farsouth
A+
N+
MTCNA
Porta
Minimum Requirements

Grade 12
Voice support experience essential.
Knowledge of VoIP Systems