Back Office Support Specialist

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

JOB TITLE: Back Office Support Specialist

REPORTS TO (TITLE): Operations Manager (L1)

Primary objective of the job:

The Back Office Support Specialist will be part of a team responsible for coordinating, administrating and providing solutions for Service Delivery (SD) operations. The key interfaces will be Order Care Management, Customer Care and Technical Support, Technical, the Network Operations Centre and third-party contractors. The BO specialist would be the initial point of escalation for all Installation, Change of Service, and Fault Repair fallouts during and post visit to the customer.

Main duties and responsibilities:

• Ability to Schedule/Reschedule jobs where necessary.
• Manage and resolve incoming helpdesk tickets, ensuring timely troubleshooting and resolution of user issues
• Periodically perform Desktop quality compliance spot checks on all jobs truck rolled daily.
• Provide Jeopardy Management for all jobs that may be at risk, have visibility on all third party contractor jobs that were not truck rolled for the day and be responsible for the same.
• Support daily Operations call which confirms agreed job load for the next day between Digicel and Third-party contractor.
• Perform minor to advanced customer queries using backend systems contact and advise customers when teams are running late (when escalations of this nature arise).
• Management of current and incoming inventory levels; maintains inventory database, manages physical and digital count of inventory, producing inventory.
• Perform any other job related tasks that may periodically be assigned.

• Capable of handling and resolving all on the fly issues encountered by infield technicians, and thus advising of proper procedure when treating with existing issues.
• Knowledge of the stack operations & auto provisioning crucial, use of investigative skills in detecting and troubleshooting technical issues.
• Provide support to all other departments (Tier, OCM, Sales, and Headend) with Installation/Service Delivery Issues for both Home and Entertainment and Business Solutions, this includes but is not limited to creating fault repairs, handling Illogical FATs, Provisioning issues, etc.
• Support BOM for installation technical issues for FTTB over FTTH, this includes but is not limited to creating fault repairs, handling Illogical FATs, Provisioning issues, FAT verifications.
• Reconciliation reporting for all Infield Issues.

• Support all suspensions and fallouts downstream of order management.
• Jeopardy management of fallouts.
• Support all Service Delivery case management.
• Support all FTTx relocations.
• Support all FTTx activations.

• Manage irate and or dissatisfied customer’s expectation.
• Perform ETA calls to customers when required.
• Reschedule customer appointments for jobs in jeopardy and incomplete jobs.
• Support the maintenance of strong effective relationships with Digicel’s contracting partners.
• Perform any other job related tasks that may periodically be assigned.

Academic qualifications and experience required for job:

• Bachelor’s degree in Engineering, Information Technology, Telecommunications, or a related field.
• Strong understanding of service delivery processes, including incident management, problem management, and change management.
• Experience with Quality Control (QC) processes and methodologies, particularly in service delivery and IT/telecommunications.
• Solid understanding of service level agreements (SLAs) and key performance indicators (KPIs).
• Excellent troubleshooting and problem-solving skills, with a customer-centric mindset.
• Experience with monitoring tools, ticketing systems, and reporting tools.
• Ability to work independently and as part of a team, with excellent time management and organizational skills.
• Strong communication skills, both verbal and written, with the ability to interact with both technical and non-technical stakeholders.
• Understanding of network protocols, routing, and networking concepts.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organisational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

Business Skills:

• Report / business Writing Skills

Internal/External contacts:

• All staff members
• Line managers
• Customers
• Equipment suppliers
• Other related suppliers and contractors

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.