Remote Service Advocate

Remote Service Advocate 
Duration: 6 months

Description:
 
1. Good understanding of networking concepts (CCNA level preferred) 
2. Communication and relationship management taking into account cultural and language differences 
3. Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments 
4. Ability to manage relationships, utilizing influence to work through roadblocks 
5. Team player with good analytical and problem solving skills 


Job title/profile 
Remote Service Advocate 
Report to 
CS Product Support Manager 
Aim of the job 
Improve Customer Satisfaction and Business Performance through Advancing Remotes Services on a Market level 

Ensures an efficient and effective service delivery while improving brand perception/satisfaction and process compliance for direct and indirect channels in the designated Market by development of technical process, being the pivot point towards the Remote Service Engineer and BIU Serviceability Design (Maintaining Strong Connectivity) 

Key Areas of Responsibility 
• Assuming ownership of a connectivity-related event from initiation to completion 
• Improve connectivity of remote devices via IPSEC/SSL VPN tunnels 
• Utilization of strong communication skills with local service, customer IT, and other groups involved in the Remote Services (PRS) escalation process 
• Implementing best practices and process improvements while diagnosing problems, applying effective solutions and determining follow up actions 
• Resolving basic network and technical application problems 
• Being an ambassador of the brand and by living the Behaviors 
• Escalating unsolved problems to Tier 2 helpdesk organizations when needed 
• Communicate progress to project manager and leadership 
Authorities 

• Initiate, support and drive remote Connectivity performance improvement programs within the Market 

Key measures North America Connectivity 
• Sustained Connectivity 
• Daily Resolved Connection 

Speed of Resolution 
• Time to Resolve Connectivity loss 

Connectivity Tracking 
• Track Top Reasons for Connectivity loss 
Education & Experience • 3-5 years helpdesk/support experience preferred 
• Experience in Customer Services or Customer Relations 
• Good understanding of networking concepts (CCNA level preferred) 
• Communication and relationship management taking into account cultural and language differences 

Competencies • Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments 
• Structured administrative skills with the ability to handle multiple simultaneous activities 
• Team player with good analytical and problem solving skills 
• Ability to collaborate and coordinate cross-functionally 
• Prioritization and time management 
• Ability to manage relationships, utilizing influence to work through roadblocks 
• Able to demonstrate good understanding of Microsoft Excel and work with large amounts of data




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