Corporate Technical Support Representative

Vodafone Telekomünikasyon A.Ş.

We are seeking a Corporate Technical Support Representative with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to  Technical Support Supervisor.- Fixed Sales&Service of  Vodafone Turkey.

The accountabilities of this role are:

• Responsible  for giving first level Internet/MPLS VPN, Global Data, Corporate Voice Services, IT management Services, Datacenter Services and Email and Webhosting service support to corporate customers
• Responsible for collecting symptom information in order to accurately identify the technical problem. To identify to problem, he or she carefully selects the right questions by avoiding from unnecessary questions
• Responsible to collected information, He or she accountable for accurately isolating troubleshooting commands use monitoring and network management tools(CA Spectrum, Tacman, Cacti etc)
• Try to find permanent resolution with targeted KPI’s within the first level operation. If the solution is not in the responsibility of first level support, transfers the incident tickets to second level support teams or third level core teams. 
• Responsible  for following latest situation of incidents transferred to upper level teams, providing periodic status updates to the customers and their sales executives
• If a customer complaint occurs during the incident or request management process, he or she is accountable for immediately  transferring the problematic case to customer services department
• Accountable for preparing monthly incident and request reports and sending them to related customers   
• Accountable for making the immediate internal escalations if any delay or wrong implementation occurs during the incident or request management process within any technical team
• Updating customer information in the database

What is it like to work at Vodafone? 

Working at Vodafone is all about helping people feel ready to benefit from new technology, bring the future to even the most remote places and thinking about technology that doesn’t exist yet. 

Here at Vodafone, we do amazing things to empower everybody to be confidently connected, that could be anything from providing superfast network speed for smartphones to making people’s lives easier with mobile payment, streaming music & video and connecting devices through internet of things. 

Vodafone is a place where you can bring your whole self to work as you start your career.

• At least 1 year corporate customer management experience in fixed telecommunication 
• Basic understanding of fixed product and services 
• Basic understanding of  request management process 
• Basic understanding of incident management process
• Basic understanding of IP networking technologies
• Good communication Skills
• Prone to team work
• Problem solving skills