Service Support Officer at MainOne Cable Nigeria

MainOne's success is built on having talented and highly proficient people within their respective fields as the driving force behind our businessA job in MainOne is different from any other you have had. With joining MainOne you'll be challenged, inspired and proud as you become a part of something big.We are recruiting to fill the position below:Job Title: Service Support OfficerLocation: LagosDepartment: Commercial (Sales & Marketing)Reporting Line: Customer Support ManagerResponsibilitiesThe Service Support Officer will be responsible for liaising with the relevant technical units to ensure the maintenance of contracted service quality as well as the timely resolution of escalated customer issues.The Service Support Officer will also provide performance reports, track SLAs, repeat issues and service credit requests to facilitate customer retention.Other responsibilities include to:Establish and assure the contracted service qualityWork with the Operations and Vendor Management teams to obtain Service Improvement plans for non-performing vendors.Escalate repeat incidents for Management visibility.Review customers’ performance report for accuracy before sending to customers.Engage customers for convenient window for maintenance activities and provide feedback to the operations teamAdvise Technical teams on areas of low performance and request improvement plans.Reconciliation of availability reports and service performance with customers.Liaise with Finance to process service credits for customers in cases of SLA breaches.Support GNOC by providing customers’ escalation matrixes.Work with operations to ensure newly connected customers are included on the Network Monitoring tools such as inter-mapper, IV portal etc.Assist in managing customers in case of POP outages and prolonged service outages.Arrange service review meetings with customers.Work with the IP team to report customer traffic utilization trends for upsell and/or cross sell opportunities.Collaborate with the GNOC to identify customers who have powered down their communication devices over a period of one week, for escalation to Account Manager’s or Service Management Officers to engage them to prevent churn.Advise the Operations team of terminated services for equipment retrieval and removal of such circuits from monitoring tools to free up licenses for future use.Work with all stakeholders to ensure maximum customer satisfaction at all times

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