The Technical Support team will be responsible for managing critical, real-time communication with customers and providing the direct support that technicians need to ensure that all jobs are completed efficiently and in real time.

JOB SUMMARY

The Technical Support team will be responsible for managing critical, real-time communication with customers and providing the direct support that technicians need to ensure that all jobs are completed efficiently and in real time.

MAIN RESPONSIBILITIES

• Schedule and dispatch technicians, work crews, equipment, and materials to appropriate locations to facilitate installations and repairs.
• Reschedule and dispatch work not completed or missed appointments.
• Manage all communications with customers directly regarding updates of job statuses.
• Maintain ongoing communication and coordination of activities between technicians in the Customer Operations Department and Sales Teams to resolve customer complaints or problems as necessary.
• Provide support for relaying work orders, messages, and information between work crews and supervisors.
• Maintain coordination with Sales personnel to meet and exceed customer installation schedules.
• Monitor technicians and/or equipment locations and utilization to coordinate service and schedules.
• Manage respective queues to ensure they are within Key Performance Indicators (KPIs).
• Provide facilities and assignments information on work orders.
• Arrange for necessary repairs to restore service as quickly as possible or as per schedule.
• Work with the Network Operations Center (NOC) to assist in troubleshooting customer issues and technician issues.
• Learn and become knowledgeable about all existing and new systems and platforms provided by IT for the provisioning of all services offered by Amplia.
• Provide train-the-trainer sessions for new and existing team members.
• Communicate with customers effectively and professionally in keeping with Amplia Communications Customer Service Philosophy.
• Advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions, and other hazards.
• Ensure adherence to applicable Health, Safety, and Environmental (HSE) legislation and policies as far as reasonably practicable.
• Commit to attending all required HSE training.
• Ensure all HSE assigned Key Performance Indicators (KPIs) are fulfilled on a continuous basis.
• Provide weekly and monthly reports to the Manager as specified.
• Assist in driving field productivity through efficient call handling and support.
• Deliver on any other special projects and assignments as required.
• Perform any other related duties assigned from time to time.

REQUIREMENTS

• Minimum of five (5) CXC/GCE O’ Level passes including Mathematics and English Language.
• At least two (2) years of industry experience in a similar role with working knowledge of the scheduling environment.
• Working knowledge of Microsoft Office especially Microsoft Word and Excel.
• Strong performance orientation.
• Excellent organizational and multi-tasking skills with an excellent ability to work under strict deadlines and to adapt to priorities that change often.
• Ability to read, analyse, interpret and use complex documents and forms.
• Ability to respond effectively to inquiries or complaints from customers.
• Ability to communicate effectively with employees and customers.
• Accurate, alert and pays attention to detail.
• Excellent verbal and written communication skills.
• High level of confidentiality, integrity, reliability, and professionalism.
• Takes initiative and committed to excellence.
• Thorough, precise, and collaborative.
• Good interpersonal skills and superior ability to work well in teams.
• Good problem-solving skills.
• Ability to work with minimum supervision.