D+ Support Executive

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fiber networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job Title

D+ Support Executive

Primary objective of the job: 

To provide comprehensive administrative support to the FTTH Service Delivery and Commercial Team by effectively managing the daily administrative functions to support the sales and service delivery process.  Full utilization of ALL resources within your assigned purview to meet and exceed business objectives.  

Main Duties and Responsibilities:

• Monthly submission and reconciliation of invoices for third party contractors affiliated with our FTTH operations.  This may include but is not exclusive to drivers, technicians or their parent company and promotional agents. Must consistently meet the required deadline for submission.
• Generate weekly reports for work completed and send to Service Manager and HOD Manager.
• Generate weekly Pass and Fail KPI report and send to Service Manager and HOD Manager.
• Generate weekly report for OSP Team and send it to Service Manager and HOD Manager.
• Generate weekly raw date D+ report (Install & Service Calls) and send it to the Regional Customer Experience Manager.
• Generate monthly MESH report and send to and send to Service Manager and HOD Manager.
• Manage CPE (Customer Premises Equipment) recovery report
• Field service technicians provide FAT related information via Group chat
• FAT related information is compiled and sent to Field Operations Supervisor and Service Manager.
• Follow-up with Field Operations Supervisor and/or Service Manager to find out if the FAT is released.
• Provide feedback/response or request additional information or clarification from sales agents
• Schedule work orders based on jobs in BroadHub/SWF or any other interface queue
• Assist technicians by providing the relevant information they need to carry out tasks related to customers
• Link and unlink customers and update equipment to customers’ accounts
• Contact customers by calling and confirming technician visits
• Provide follow-up calls to customers based on technicians’ requests
• Close out work orders daily based on technician’s job completions
• Investigate customer related or other queries requested by Service Delivery Manager, Sale personnel or HOD.
• Regularly check the queue in BroadHub for new and pending work orders.
• Prioritize and categorize jobs based on urgency and type
• Ensure timely and efficient scheduling to meet customer needs and service level agreements (SLAs).
• Supply technicians with necessary details for tasks, including customer information, job specifics, and equipment requirements.
• Address any queries from technicians and offer additional support as needed to facilitate smooth job execution.
• Ensure accurate and up-to-date equipment records in customer accounts.
• Contact customers to confirm scheduled technician visits and ensure they are aware of appointment details.
• Make follow-up calls based on technicians’ requests to ensure customer satisfaction and resolve any issues.
• Report immediately to the Management Team on any malpractices or events that have or may lead to the company, its staff or its customers being in disrepute.
• Garner extensive knowledge of all support software used to facilitate backend processing and data capture.  Will be responsible for training Admin, Sales Team and other key personnel on the use of mentioned software.
• Follow-up on incoming issues and concerns addressed to the FTTH LEAD, including those of a sensitive or confidential nature and may be required to determine appropriate course of action, referral, or response.
• Enforce existing company processes to support best business practices geared at enhancing efficiency across the Service Delivery and Commercial Teams.   Make recommendations for process implementation and improvement where necessary.
• Conduct inter-department (independent) customer satisfaction audits on a monthly basis and track responses for review. 
• Follow through on order fulfillment process to ensure goods and services are received by H&E business unit.
• Overall responsibility for maintenance and dissemination of all service delivery installation and service call reports. 
• Responsible for managing all travel arrangements for FTTH Technical Team
• Data analysis derived by cross referencing relevant application/systems used to mine company data and provide business intelligence, to support critical decision making.

 Academic Qualifications and Experience Required:

• A minimum of diploma in administrative studies or related field
• As Associates degree would be considered a plus
• At least five (5) years experience in an administrative/support role. 
• Understanding of the payroll function
• Experience in providing detailed reporting
• Proficient in the use of Microsoft Excel and Word
• Experience in supporting a mid-sized – large business unit

Functional Skills:

The ideal candidate must:

• Excellent interpersonal and communication skills
• Ability to work on own initiative
• Demonstrated ability to work in collaboration with staff at all levels
• Ability to work in a dynamic and fast paced environment
• Must exhibit excellent presentation skills & be able to present to C-suite
• Must demonstrate exceptional time management skills and be able to meet tight deadlines
• Must exhibit exceptional leadership skills
• Demonstrated proficiency in Microsoft Office Suite (Excel, Word and Power Pont primarily)

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.