Customer Activation Engineer

Job Locations DE-Frankfurt
Job ID
2018-1062
Category
Customer Service/Support
Position Type
Permanent Full-Time

Overview

Responsible for ensuring that Customers receive a professional and dedicated response whenever they experience issues activating their euNetworks-delivered-services within their own Customer network. Acting as a single point of contact they will act as a Customer advocate to ensure rapid diagnosis and resolution of issues. Lead the development and optimisation of processes and workflow utilising data analysis and historical experience to reduce the number of Customer issues during their activation journey. Own and manage incidents from initial reporting until resolution ensuring SLA targets are achieved.

Responsibilities

  • Carry out initial technical triage over the phone with Customer aiming to provide rapid fix of issues through known historical issues and sound fault finding techniques.
  • Initialize and implement continuous improvement initiatives on Process, Procedures and Salesforce workflow and automation.
  • Ensure service and circuit documentation is updated in line with any restoration activities undertaken.
  • Update Salesforce ticketing system at required intervals with quality information, following operational guidelines.
  • Act as Customer advocate and engage any and all internal departments, and external suppliers, as required to ensure speedy resolution of activation incidents and trigger internal and external escalation as required.
  • Differentiate the euNetworks Service offering through exceptional communication to achieve an excellent service experience for the Customer.
  • Carry out analysis of tickets to identify repeated / chronic issues and help develop corrective action plans as well as contributing towards trouble shooting guides and problem resolution techniques.
  • Support the Lead Customer Activation Engineer, Customer Care Team and Customer Service Delivery Team.

Qualifications

  • Proven experience in handling efficient communication and following standard fault finding procedures
  • Excellent communication, written and verbal in English and German
  • Excellent Customer Focus and sharing of the culture of an international company in fast growing market
  • Excellent self-management under pressure
  • Ability to think logically when under pressure
  • Remotely test data /transmission circuits, troubleshoot problems, and work with third party vendors.
  • Proactively track and make escalations as appropriate
  • Experience in euNetworks operational procedures
  • Experience of Infinera, Huawei, Nortel, Transmode, ADVA, Juniper
  • CWDM/DWDM transmission networks
  • VPN / MPLS based circuits (L2vpn, L3vpn)
  • Basic knowledge of optical DWDM networks and underlying technology
  • Understanding of fibre based and transport protocols:
  • General knowledge of telecom industry and standards.
  • Good report writing skills
  • English & German skills

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