Job Description

Vodafone Vanuatu is seeking for a Technician based in Santo.

Mission

• Provide the best possible service to all Vodafone Vanuatu internal and external customers to achieve the highest level of customer satisfactions.
• Handle all inbound/outbound technical calls, assist walking customer’s with queries and issues.
• Have a complete and comprehensive understanding of all products, services, policies and procedures.

Function

• Provide best possible service to customer to achieve highest level of customer satisfaction which includes; friendly, knowledgeable, and efficient response to requests, queries, and issues.
• Ensure to have complete and comprehensive understanding of all Vodafone Vanuatu and client product and services
• Handle and resolve customer complaints in time and treat them as business opportunities to ensure continuous improvement and development.

1 Email Services

• Create new Email account on SURGEMAIL System
• Reset Email Account Passwords on surge mail
• Set up new email account on new smart phones bought from Vodafone Vanuatu

2 Internet Service

• Create new customer account on RBS
• Create and modify internet profiles on OLT
• Create DSL profiles & speed on MSAN
• Assist customer on Vodafone Vanuatu Webmail queries, e-account services
• Configure ADSL modems,4G Routers, Mi-Fi Devices & FLY Box equipment

3 Faults

• Perform Technical troubleshoot with customer on Fib/Adsl/Wimax & Flybox services
• Assist Customer on Internet connection issues on (RBS, MSAN, OLT Platform)
• Assist Customer on email issues (Cannot send/Receive emails)
• Assist customers on configuration issues (Email & Internet)
• Extend to identify & explain to customers cause of connections issues on their premises
• Perform Line Test n GPTo, MSAN, OLT & Liaise with Line Technicians on External tasks
• Troubleshooting DNS related issues
• Remotely assisting field technicians on MSAN line issues and readings for ADSL requirements
• Remotely assisting field technicians on GPoN Attenuation and Phone Line issues
• Dispatch fault to respective actors on GPTo
• Maintain up to date fault tickets and close after gathering customers’ feedback
• Troubleshooting Radio Broadband Link (Nano) & VPN issues
• Using Allot platform to perform deep troubleshooting and propose trial upgrade to customers that over utilising the bandwidth
• Extract session logs for users on RBS to corporate and sales team for credit notes
• Troubleshoot, Identify and explain to customer the cause of issue on private network when customer insisted that the issue was on Vodafone Vanuatu network

4 General Queries

• Assist corporate support with walked-in customers ‘issues
• Assisting corporate support & sales team on general queries related to internet/ email/fault
• Participate in other duties and projects under the direction of the Manager.

Competences:
1. Knowledge

• Certificate in Telecommunication engineering or equivalent.
• At least five years of experience in Telecommunication field

2. Skills

• Fluent English/ French and Bislama
• Good writing and verbal skills
• Power Point Presentation
• Ability to follow directions and procedures
• Customer and service oriented
• Have a Valid Driver’s Licence

3. Personal characteristics

• Ability to fast learn and adapt.
• Ability to work under pressure
• Loyalty, dedication and hard work
• Honest
• Availability in emergencies and urgent situation
• To work closely with multiple team

Job Category: Marketing, Media & Communications. Job Type: Full-Time.

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