Tech Officer: Customer Escalations

Structural Information

Job number:                     10029072

Job title:                             Tech Officer: Customer Escalations

Job grade:                          OP1

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Management

REM Functional Area:    Technical

Core Description

Technical Officer responsible for handling Customer escalations and taking the necessary steps to get the escalation resolved.

Job Responsibilities

Output 1
Coordinated Tasks/ Dispatches
Sub-outputs
Obtain relevant list of orders / faults (information)
Analyse list of orders / faults
Identify discrepancies (orders/ faults)
Task/ dispatch orders/ faults/ discrepancies to relevant role players
Update system information
Track / monitor / escalate progress
Provide feedback    \
Range
De-activation
Assurance
Activation
Equipment Number/ Designated Number Verification
(Buckets, Diverts, MDF Task ,DCC, Appointments, TBI, Test Proc, Jeopardies)

Output 2
Managed/ Coordinated Appointment Slots
Sub-outputs
Obtain and analyse resource availability and workload
Obtain and analyse workforce
Upload and balance workforce to workload
Determine / co-ordinate appointment slots
Create and modify slots
Range
De-activation
Field staff
Customer Fault Handlers
Assurance
Activation
Customer services
FAMC Staff

Output 3
Provided FAMC Support
Sub-outputs
Receive and log request
Analyse request
Process request
Update system
Track / monitor / escalate progress
Provide feedback to relevant role players
Provide statistics
Provide reports
Range
Testing
Divert Control
Assurance
Data Administration
Telkom Services
Telkom Products
Technical
Non Technical
Enquiries
Information
Customer Complaints

Output 4
Performed FAMC Tests    
Sub-outputs    
Obtain list / receive request
Run test procedure -Test line with relevant line testing equipment
Receive and analyse results
Provide feedback
Log and/or clear up-front faults
Forward to relevant section Track / Monitor progress
Update system(s)
Range
Pre-testing
In-progress testing
Final testing

Core Competencies

Functional Knowledge
Technical Equipment; Data Systems; Business Procedures; Computer Software
Functional Skills
Analytical; Communicating; Coordinating techniques; Problem Solving    
Attitudes/ Leadership Behaviour
Dedicated; Reliable; Accurate; Assertive; Efficient; Customer Focus

Certifications

Education

Experience

Additional Information

Special Requirements

Physical Requirements

Key Stakeholders