Role Summary
To provide specialist technical assistance to external customers who have purchased a data solution through Vodafone. This role covers both Pre and Post-sales and involves support, planning and design for an evolving set of data products and services. Represent Vodafone at all times working closely with the customer to build credibility and confidence in Vodafone as a mobile data provider. To provide the customer with regular updates and maintain ownership of problems sitting within the team. Responsible for resolving technical problems encountered by enterprise customers as they integrate with Vodafone’s data solutions. To work with external customers and internal teams to ensure the customers desired solution is delivered with the highest level of customer service and with minimum disruption at all times.
Essence of Role
1. Provide remote support to install /upgrade and integrate Vodafone products and services into the customer’s environment.
2. Take ownership of any customer technical problems and act as a central point of contact for internal and external stakeholders.
3. Provision of specialist support and advice to both internal and external customers throughout their pre-sales and post-sales experience.
4. Plan, coordinate and implement solutions to resolve complex technical problems on remote customer sites.
5. Works on own initiative and continually seeks to recommend ideas and practical solutions for improvements.
6. Maintains appropriate knowledge of VBS capabilities and supported products and solutions.
7. Actively seeks and assesses feedback from customers and recommends improvements.
8. Helps to develop new thinking and new technical business solutions which can be adopted by VBS.
9. Responsible for creating training material and presenting to internal customers of all levels explaining complex information.
10. Ensure technical lessons learnt are captured and fed into the VPS knowledge base.
11. Required to produce highest quality documentation for external customers.
12. Required to prioritise tasks in line with the severity of the customer issue.
13. Ensure records and databases are kept accurate and up to date within agreed systems and processes.
14. Ensure all problems are handled within agreed timescales, operating budgets and quality targets.
15. Ongoing development of Technical Knowledge/Skills
16. Communicates regularly and effectively to all project stakeholders using the appropriate media.
17. Works collaboratively with other team members to deliver solutions and carry out development.
18. Required to contribute proactively as a team member and across the business area.
19. Proactively promote VPS group and associated professional services both internally and to external customers.
20. Use initiative, working with sales teams, to drive new sales opportunities.
21. Ensure delivery of a positive experience for Vodafone Customers.
Role Dimension
Non-financial (customers/staff etc)
Remote technical assistance for between 30-50 customers carrying out Self Installations/Upgrades.
Assisted Installs/Upgrades – Remotely carryout Assisted Installs/Upgrades on customer sites / infrastructure
Provide 3rd line support to Vodafone Managed Services for identified customers on a contractual basis and within support levels clearly defined.
Typical Outputs
Proactively create and update Pre-reqs / Self Installation / Upgrade documentation designed for external customers.
Creation of and updates to Technical Toolkits aimed at external customers.
Concise and accurate completion of all records detailing customer interactions and issues.
Remote installation / Configuration of Vodafone data solutions provided via remote access tools.
Providing advice / solutions to internal and external customer’s mobility data questions.
Creation of problem tickets in reaction to customer faults. Responsible for updating and closing these tickets at regular intervals following their creation.
Documenting of lessons learned and break fix resolutions with the rest of the team.
Creation of support documentation to assist VBS as and when products change or a new product appears.
Technical/Professional Expertise
Microsoft Exchange / Lotus Domino Certified or equivalent
Familiarity with Blackberry Enterprise Server and Blackberry devices.
Experience of working in Technical Support / Implementation area.
Familiarity with remote administration troubleshooting tools.
Familiarity with call logging systems
Experience in server administration
Problem resolution experience
Strong understanding of Email/Mobile/Internet applications
Core knowledge of IT Network infrastructure (Must understand the basics of IT for implementation requirements).
Knowledge/understanding of Vodafone’s mobile data suite (not essential).
Knowledge of PABX
VOIP exposure or experience
