Network Customer Service Assurance Engineer
- Lieu de travail Alger, Algérie
- Date d'expiration 09 Octobre
- Niveau de poste Confirmé / Expérimenté
- Secteur d'activité Informatique, Télécom, Internet
- Niveau d'étude (diplome) Master 2, Ingéniorat, Bac + 5
- Nombre de postes 01
- Type de contrat CDI
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