VIP Service Management Expert

Description

·Manage, analyze, and process V/VIP technical service complaints tickets for wireline products.

·Monitor complaints trend including degradation in service KPIs. Advise partners of service affecting issues through service advisories

·Manage resolution of escalated V/VIP Broadband customer issues

·Drive immediate solution to V/VIP customer issue endorsed by, SLT. NTG/Business Mancom, EG/SG/ Platinum, Exec Endorsed, Service Desk and CXM, CLSG, SAQ, Stores, etc.

·Level 2 support to TAC to resolve related V/VIP customer issue.

·Monitor, follow through and ensure closure of all V/VIP complaints for Broadband

·Support Incident Management

·Follow up on V/VIP complaints, aging tickets and escalations from Business team and Service Desk. Ensure aging V/VIP service tickets have resolution & timeline

·Facilitate meetings for escalated & V/VIP Broadband customer issues

·Join technical bridge /meeting to provide...