Job description 

· Improve the quality of Djezzy network by a thorough analysis and effective handling of customers’ complaint.

· Ensure a maintenance level of technical customer complaints.

·  Avoid any risk of revenue loss by providing a proactive maintenance of Top VIP and corporate customers.

Missions: 

· Ensure a maintenance level of technical customer complaints VIP, BB & BC

· Provide a deep analysis and troubleshooting of all Fraud cases.

· Effective communication with all internal and external stakeholders to explain the possible impacts and risks before any change on Network.

· Analysis and troubleshooting of NPS detractors which raise a network problem by using EE Trace Activity & Analytic tool.

· Ensure an effective monitoring and resolution of technical customer complaints VIP,  BB & BC

· Treatment and troubleshooting of customers issues related to network coverage 2G/3G/4G (low coverage, no coverage, indoor, outdoor ...etc.) by using EE Trace Activity & Analytic tool.

·  Treatment and troubleshooting of customers issues related to network quality 2G/3G/4G (drop calls, HO fail, congestion ...etc.) by using EE Trace Activity & Analytic tool.

· Treatment and troubleshooting of customers issues related to core network (silent calls, cross talk, Location update, routing ...etc.) by using EE Trace Activity & Analytic tool.

· Treatment and troubleshooting of all DATA issues G/G/G: Throughput, QoS, Accessibility….etc by using EE Trace Activity & Analytic tool.

· Treatment and troubleshooting of all roaming issues (Inbound & outbound) and international issues by using EE Trace Activity & Analytic tool.

· Make the necessary tests and simulation for the investigation on the problem.

· Analysis and troubleshooting of NPS detractors which raise a network problem by using EE Trace Activity & Analytic tool.

· Ensure a proactive maintenance of Top VIP & Corporate customers by the monitoring of theirs activity by using EE Trace Activity & Analytic tool.

Contraintes du poste :

· Total Availability & Working during the Weekend and holidays.

· Customer Focus.

· Analysis and initiative Sens.

· Team spirit.

· Methodical, dynamic, motivated

Conditions d'Accés au poste :

Diplomas and qualifications

BAC+5/Master/ Ingéniorat /Computer engineer / electronics / telecommunication

Experience 

Telecom experience is desirable as technical engineer.

Skills :

Job related

· Good Knowledge in GSM/GPRS/3G/4G

· Office Excel, Access, power point.

Languages :

·  Arabic: good

·  French: good

·  English: Additional advantage

Relations :

·  Internal : IT, Technology, Commercial, Customer Service, Marketing, Fraud & Revenue Assurance

·  External : Customer, suppliers