Job Summary:
- Attend to TT and any network related service quality feedbacks and provide accurate diagnosis, derive an explanation/advise of how to resolve the problem (when a problem does not require any escalation) to Customer service or channel where complain originated from. Else, timely escalation to require higher level support within Network.
Key Accountabilities:
- To provide timely support to subscribers in need of help with various network related issues when using U Mobile services to meet the overall objective of ensuring perceived quality of experience using U Mobile services remains positive.
- Interacting with front liners, takes complain or feedback from myriad of channels including but not limited to Trouble-Ticket raised by Customer service, VIP and Management, and Service Quality detection.
- Specifically handling the case which raised by Sales and Dealer through email and SMS.
- Performing analysis and troubleshooting and where required, escalate the issue to relevant departments and follow up until problem solved.
- To be available for round-robin weekly standby assignment for outage escalation and emergency TT/service feedbacks after office hour via calls, SMS and email.
- Occasionally required to perform onsite service verification whenever required including VIP and MCMC case.
- Daily proactive monitoring on packet loss, NSS TT analysis status and sudden spike in complaint related to network.
- Provide relevant ideas and suggestion to improve proactive monitoring and NSS daily task and procedure.
- Create proactive monitoring tools to monitor and track daily abnormalities or stats that can improve TT handling and network monitoring.
- Provide relevant graph and stats periodically to track and monitoring service affecting KPI.