9Mobile Senior Engineer - SOC Jobs in Nigeria

9Mobile Senior Engineer - SOC Jobs in Nigeria


Job Summary

  • Handling customer complaints, support activities to improve customer experience management and reduce churn.

    Principal Functions

  • Complaints demarcation.

  • Resolution of customer experience complaints.

  • Ensuring first call resolution of customer complaints.

  • Key Quality Indicators (KQI) monitoring.

  • Handling proactive customer-centric network performance improvement.

  • Predictive maintenance using data analytics to improve customer experience.

  • Tracking and improving Average handling time (AHT), Mean time to demarcate (MTD), time to recovery (TTR) for customer/subscriber incidents.

  • Customer insight and VIP monitoring.

  • Creation and generation of applicable CEM dashboards.

  • Generation of customer complaints handling report.

  • Perform other duties as assigned by the Head, NOC & BSS.

    Educational Requirements

  • First degree or equivalent in Electrical or Computer Engineering or relevant discipline.

  • Four (4) to six (6) years post NYSC work experience.

  • RF optimization experience.

    Experience, Skills & Competencies

    Knowledge

  • Network availability and capacity management.

  • Network administration.

  • Network operations and maintenance.

  • Radio Frequency coverage and capacity optimization.

  • Network key performance indicator analysis.

    Skills

  • Communication.

  • Analytical.

  • Reconciliation.

  • Problem Solving.

  • Presentation.

    Behavior

  • Passion for Excellence.

  • Integrity

  • Empowering people

  • Growing people

  • Teamwork

  • Customer Focus.

    How to Apply

  • For more information and job application details, see; 9Mobile Senior Engineer - SOC Jobs in Nigeria



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