B2B Technical Support Specialist

About the Role

The B2B Technical Support Specialist will play a crucial role in ensuring the satisfaction of our enterprise customers and maintaining strong relationships by actively managing all aspects related to post-sales support for our B2B services and products. This role will involve proactive monitoring, incident handling, and maintaining robust customer relationships to guarantee satisfaction with our offerings.

What We Need From You

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  Serve as the central point of communication for enterprise customers and internal stakeholders, addressing post-sales support inquiries promptly and professionally.

• Foster and maintain strong relationships with enterprise customers, ensuring their satisfaction with the offered B2B services and products.

• Handle all post-sales activities specific to B2B services, including troubleshooting, problem resolution, incident reporting, issue tracking, fault restoration, and handling customer complaints.

• Provide comprehensive support for the entire B2B product portfolio, including Dedicated Internet Access, Local and Global MPLS, Ethernet to the Business, Fixed Voice, Security Products, SD-WAN, and Wi-Fi Solutions.

• Implement 24/7/365 monitoring of systems to proactively identify potential issues and ensure network health for enterprise customers.

• Take the lead in restoring faults whenever possible, minimizing downtime for enterprise customers.

• Effectively communicate work activities, updates, and resolutions to all relevant stakeholders.

• Implement and uphold quality standards for all B2B services and products, ensuring compliance with service level agreements (SLAs) and enterprise customer expectations.

• Conduct regular assessments and audits to ensure compliance with SLAs and quality standards specific to B2B services.

• Develop new processes and coordinate interdepartmentally to fill any gaps in B2B service delivery.

• Conduct awareness workshops for change processes and compliance tailored for B2B customers.

• Maintain a history log for all events and activities related to enterprise customers.

• Perform all other related duties as assigned by the department.

Skills and Knowledge

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  Strong knowledge of the telecommunications products and services listed, with expertise in troubleshooting and problem resolution.

• Excellent communication and interpersonal skills

Qualifications and Experience

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  Bachelor's degree in a relevant field (e.g., Telecommunications, Information Technology).

• Minimum 3-5 years of proven experience in a B2B customer support or technical support role, preferably within the telecommunications industry.