Responding to customer tickets within shift.
• Problem Solving: Troubleshooting and resolving issues.
• Providing proactive notifications to inform customers of any real or potential product/service issues.
• Handling Escalations to higher level in case an issue can’t be resolved immediately.
• Following-up on tickets to ensure customers’ satisfaction.
• Routing due to traffic monitoring, customers’ complaints, or as per commercial request
• Monitoring Network Health and overall traffic
• Troubleshooting the root cause of network problems and customers’ faced issues and working to resolve them.
• Testing low KPIs’ destinations upon monitoring and commercial Testing requests
• Supporting Customer Service guys in daily tasks.
• Escalating critical issues to higher-level support.
• Monitoring and analyzing existing Networks using monitoring tools and software to identify and troubleshoot problems promptly.
• Reporting and traffic analysis
• Developing a comprehensive test plan outlining test objectives, scope, resources, timelines, and test strategies.
• Detecting and analyzing network incidents, such as network outages, performance degradation, or security breaches.
• Documenting incidents
• Updating network configurations and applying changes when necessary