ICT Corporate Care Executive

Date: 13 May 2022

Location:  Nabua

Company: Digicel Fiji

We are seeking to recruit highly motivated individual for the ICT Corporate Care Executive role in our Customer Care Department:

As the ICT Corporate Care Executive you will be responsible to manage the ICT Inbound queue in the delivery of a first-class customer experience for all customers, every day.

Key role responsibilities are:

• Troubleshoot all Customer Issues providing Level 1 Support - Checking Account Status, Customer SM, Checking IDU’s, reconfigure Wireless Routers, Link Check through AP
• Monitor the health and integrity of the ICT PMP/ Airmux network.
• Manage ICT Trouble Ticket System – Manage Engine.
• Support ICT Field Engineers - for link optimization and ICT installations.
• Ensure the timely and efficient allocation and use of ICT Field Engineer and Contractor resource for Level 2 and Installation.
• Ensure the ICT trouble ticket is maintained to provide accurate, reliable and current information relating to customers and issues for any future references and possible recommendations.
• Provide Daily/ Weekly/ Monthly ICT Helpdesk Reports to ICT Service Delivery Manager and CTO.
• Liaising with Corporate Sales on Issues or Installation progress.
• Providing Customers with Upgrade Options, adding data bundles when required, assisting and explanation to Customer on Web Portal Logins and interface.
• Assist Field Engineers with Administrative work.
• Level 2 on field Support and Installation work. Problem solve issues with team & be solution focused.
• Ensure that processes are in place, communicated & adhered to at all times.

Key competencies of the role are:

• Strong relationship building skills- internally and externally
• Detail oriented
• Friendly and genuinely interested in helping others “how can I help you?” attitude 
• Excellent oral and written communication skills (open style preferred)
• Ability to work well under pressure, within guidelines, at a faster than usual pace
• Telecommunication experience (not essential, but preferred)
• Strong problem-solving skills 

To be considered for this role you must have a Diploma/Degree or 2 years of experience in a customer experience environment, with knowledge in Networking, Information Systems and ICT Products & Services

Express your interest for the above role no later than 5pm Saturday 28 May 2022. All applications must be attached with a cover letter, most recent resume, referee details and copies of required qualifications.

Digicel Fiji (PTE) Limited is an Equal Opportunity Employer