Voice Digital Coach responsibilities
* Respond to customer and internal users' queries and incidents in a timely and accurate manner, via phone, email or chat.
* Analyse reported issues to identify its nature (portal, process or service connectivity) and re-direct to the appropriate entity.
* Troubleshoot reported issues on different tools (Hookah, Gini, LOIS, CIS, Webadmin, BTD Tools).
* Support customers on portal usage by carrying out quick demos where required.
* Provide proactive customer support based on the portal automated alerts.
* Update the incidents' tracker with all opened tickets and its detailed info.
* Gather customer feedback and share with our Portal Product Owner.
* Collect and report process gaps and product malfunctions to PPO, SLM and DEV teams.
* Generate FAQ for internal users on quarterly basis based on repetitive issues and user feedback.
* Assist in the arrangement of the monthly training for the internal users with the release of each new sprint.
Voice Digital Coach
The Voice Digital Coach provides all end-users with the required support on
the usage of the digital tools. His responsibilities include resolving
customer queries, collecting feedback, recommending enhancements, guiding
portal users through features and functionalities and providing support info
and statistics to the Digital Product Owner and management periodically.
Voice Digital Coach needs to be an excellent communicator who is able to work
closely with both; internal and external digital users, earning customers '
trust. He should be smart with very good interpersonal skills as well as
technical and IT skills to understand what the customer is saying and what he
means, also articulate and be able to get their point across in a way that is
straightforward and intelligible to every customer, while keeping both an
agile mindset and a positive attitude.
Voice Digital Coach requirements
* Minimum 3 years of experience as Customer Support in Telecommunication or Networking field.
* Voice services knowledge is highly desirable.
* Excellent communication and problem-solving skills.
* Agility and multi-tasking abilities.
* Data analysis/ Troubleshooting skills to identify portal issues from process and UC service ones.
* Patience when handling customer frustration and/or repetitive support issues.
* Understanding of digital tools and web portals.
* BSc in Engineering or Computer Science.
* IT background is highly desirable.
* Fluency in English. French is a plus.
* Excellent command of Microsoft office.
* Flexible working hours.
This role is under the Digital Experience Office - ESC - UCSI, which is part
of the UC PM & Digital teams.
For further information, you may contact the hiring manager directly.
Customer Services & Operations
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