Gated Community 2nd Line Specialist

2 days ago


مصر, Egypt Vodafone Full time

**Responsibilities**:
**Band: H1**
- Providing Vodafone Egypt home compound customers with all required information related to the products and services to delight them with superior customer support.
- Providing 2nd line technical support to triple play services.
- Acting as a focal point to all Gated community and FTTH customers with all stakeholders (Technology
- Hardware/passive Vendors
- /system providers).
- Prioritizing and achieving multiple tasks, establishing, and meeting deadlines.
- Following up on all customer-related issues and providing timely feedback to Vodafone Egypt Gated Customers.
- Adhering to Commercial Operations Department policies and procedures.
- Providing customers with superior recommendations and actions to drive customer satisfaction and loyalty.
- Performing consistent activities and tasks efficiently and effectively.
- Proactively reinforcing Vodafone's customer care proposition during all contacts.
- Implementing high-quality standards of technical support for Gated Community customers through exceeding all KPI's thresholds.
- Providing end-to-end ownership of customer demands until closure.
- Managing and scheduling the calendar for installation/support visits with customers.
- Supporting technicians and onsite engineers during customer visits.
- Coordinating support /installation visits with onsite engineers according to the visit zone
- Coordinating support visits with vendors and ensuring tickets are closed within their SLA and following escalation matrix for each service.
- Handling triple play customers' escalations.
- Acting as focal point with commercial and technology teams.
- Following up on cases with passive vendors and technology teams.
- Monitoring the OLT system to ensure all our customers are connected.
- Managing IPTV requests end-to-end with vendors and customers.
- Owning and managing the customer relationship through handling customers’ complaints/retention.
- Creating a smooth communication channel with different departments to resolve customers' problems and demands when needed in a highly professional manner.
- Offering superior quality and managing STTH requests end-to-end with vendors and customers.
- Providing customers with a great experience through a proactive, customized, personalized relationship, addressing their issues proactively.
- Proactively mentoring triple-play systems to raise any abnormal issues

**Qualifications**:

- Minimum of 3 years' experience in a similar technical role.
- Triple play experience
- Very good command of the English language, both written and spoken.
- Customer-oriented with a professional approach when dealing with customers.
- Familiarity with the following, OLT, GPON & GPON+, FTTX, IPTV/STTH management and monitoring systems.
- Excellent communication and negotiation skills, with an analytical mind.
- Energetic and able to work under pressure with a positive attitude.
- Highly self-motivated and self-driven.
- Flexibility when required.
- Team-oriented and able to operate with an ideal team spirit.
- An engineering background is a plus.



  • مصر, Egypt Vodafone Full time

    **Role Purpose**: Execute the Gated Communities Sales plan to increase sales volume, achieve the preset business objectives and revenue targets as well as expanding Vodafone footprint in the market in alignment with the overall company strategy. **Key Responsibilities**: - Achieve the monthly sales targets by successfully implementing the gated communities...


  • مصر, Egypt Vodafone Full time

    **Role purpose**: Responsible for interpretation of customer needs and derivation of advice for prospective products that fulfil the customers' demands including design, research and development along with vendor selection & technical qualification of all core and access network components, equipment and solutions serving the line of business. **Key...


  • مصر, Egypt Vodafone Full time

    **Description**: Support on establishing Gated communities’ propositions by enhancing operational streams throughout the customer life cycle to ensure cost efficiency and deliver world class experience. **Job Responsibilites**: - Manage internal and external stakeholders to leverage and ensure proper delivery of marketing calendar and gated community...


  • مصر, Egypt Vodafone Full time

    **Role purpose**: Responsible for interpretation of customer needs and derivation of advice for prospective products that fulfil the customers' demands including design, research and development along with vendor selection & technical qualification of all core and access network components, equipment and solutions serving the line of business. **Key...


  • مصر, Egypt Vodafone Full time

    **Role Purpose**: 1- Focal point between commercial “sales, presales & project management team” and different technology teams “fixed, security, core and gated planning and design” 2- Managing Gated Demand projects, ensuring an integrated quality of the final product, using people skills to build, support and motivate project teams and/or squad. 3-...


  • مصر, Egypt Vodafone Full time

    **What you’ll do**: - ROLE PURPOSE: - Gated Community & Complex sites Passive acceptance. - Gated Community & Complex sites active HW Deployment - Fixed Access sites infrastructure deployment and support - Managing Vendors & subcontractors for fixed network infrastructure. Key Accountabilities Sites survey, installation, and Acceptance. - Authorizing...


  • مصر, Egypt Vodafone Full time

    **Description**: As a Gated Communities Key account TL you will be responsible of designing and implementing a strategic business plan that expands company’s customer base and ensure its strong presence. **Job Responsibility**: - Present sales, revenue and expenses reports and precise forecasts to the management team. - Prepare the sales annual plan...


  • مصر, Egypt Vodafone Full time

    **What you’ll do**: **Role purpose**: - Planning all configuration changes, H/W expansions, and S/W upgrades for Fixed core nodes, DPI, DNS, and CDNs following change management guidelines - Provisioning new fixed core network nodes, finalizing all acceptance requirements, and handover to operations team - Manage end to end TX capacity planning for Fixed...


  • مصر, Egypt Ericsson Full time

    **About this opportunity** We are now looking for **MS RAN Support Lead**, In this job role, you will be responsible for the coordination, management and execution of proactive and reactive maintenance activities that require a higher level of support that the one offered by the 2nd Level Operations. This shall ensure that the services provided to...


  • مصر, Egypt Vodafone Full time

    **Description**: As a Core IP Network Support Sr. Specialist you will be responsible of providing strong support in the Datacom/CPN area at all technical levels of operation. As well as ensuring proper and timely handling of individual/global complaints related to Datacom area. **Job Responsibility**: - Responsible for reviewing the new technology...


  • مصر, Egypt Vodafone Full time

    **Description**: - The Customer Support Specialist is responsible for delivering assigned tasks and administration as part of a back office team, which support the effectiveness of the Customer Operations function. Contributing to enablement and maintenance of effective day-to-day customer service without directly facing the customer.The Customer Support...


  • مصر, Egypt Palladium Group, Inc. Full time

    **Communications Specialist** ***Primary Duties and Responsibilities**: Under the supervision of the Communications Manager, the Communications Specialist will assist the Communications Manager in drafting, researching, editing, translating, copying, formatting and preparing materials needed by staff or consultants in preparation for TRADE events,...


  • مصر, Egypt Vodafone Full time

    **Role Purpose**: - To be responsible about the development, testing & deployment of existing and new integration functionalities. **Key accountabilities and decision ownership** - Design: Define the responsibilities, operations and relationships of a specific software module, and determines how it will be adjusted to the fulfil business needs. -...


  • مصر, Egypt Vodafone Full time

    **Role Purpose**: To be responsible about the development, testing & deployment of existing and new integration functionalities. **Key accountabilities and decision ownership**: - Design: Define the responsibilities, operations and relationships of a specific software module, and determines how it will be adjusted to the fulfil business needs. -...


  • مصر, Egypt MigrationIT Full time

    **Job Information**: Industry - IT ServicesWork Experience - 5+ yearsSalary - 40000City - HeliopolisState/Province - AI QahirahCountry - EgyptZip/Postal Code - 11311- Fully support, configure, maintain and upgrade networks - Keep an eye out for needed updates and logs Administrating the AV and deep security for end point - Monitoring all security logs with...


  • مصر, Egypt DP World Full time

    **Job Duties & Responsibilities** - Receive investment forms (locals and internationals) from DPWS free zones specialist and send them to the GAFI. - Receive receipt of insurance documents for foreign shipments from the insurance company. - Send the international investments by DPWS courier to customs clearance companies at the airport and Alexandria port. -...


  • مصر, Egypt Vodafone Full time

    **Key accountabilities and decision ownership.** - Ensure 99.5% closing for assigned SR. - Responsible for sharing team knowledge to new comers. - Investigate, Generate and follow up with 2nd line/Concerned teams on open Service request/Issue. - Effective supporting Zero SLA violation for the team. - Participation in setting the team daily/weekly/monthly...

  • Ids Specialist

    1 week ago


    مصر, Egypt HSBC Full time

    **Role purpose**: The **EUS IDS **Specialist is responsible for maintaining a quality Desktop environment for the MENA; provide second level support to the client delivery and support team; manage evergreening initiatives, control patch releases, desktop imaging process setup, Desktop infrastructure components running on servers and mass deployments. The...


  • مصر, Egypt Emprego EG Full time

    Primary Duties and Responsibilities: Under the supervision of the Communications Manager, the Communications Specialist will assist the Communications Manager in drafting, researching, editing, translating, copying, formatting and preparing materials needed by staff or consultants in preparation for TRADE events, presentations, and other activities, ensuring...


  • مصر, Egypt Ericsson Full time

    **About this opportunity!** We are now looking for a Second Level Operations Specialist that will be responsible for the coordination, management, execution and reactive maintenance activities that require a higher level of support than offered by the 1st level Operations. This person shall ensure that the services provided to customers are continuously...