JOB DESCRIPTION (puesto disponible en Monterrey y en ciudad de Mexico)
(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Electronic, telecommunications Engineer or equivalent with at least 5 years of specific experience in telecommunications projects execution from a technical perspective.
Specific knowledge in Cisco IP telephony (mandatory), WiFi, LAN and WAN technologies.
Operational experience in leading technical projects delivery.