Responsible to build and optimize Workflows used for Technical
Support of customer?s Products and Services. Whether Customers
contact a telecom via a Self-Service channel or via a Technical
Support Consultant to assist in faults. The workflows must deliver
a consistent, high quality customer experience.
Responsible for the delivery of a high quality customer design
processes that are user friendly and intuitive for consultants both
onshore and offshore. It is desirable to automate the process
wherever possible so an ability to understand a telecom?s OSS/BSS
systems and their data is a requirement. The ideal candidate would
have experience and passion for solving problems with digital
products and services, possibly even direct experience as a
Customer Service Consultant.
? Implementation of quality programming & workflow practices,
complex logic via troubleshooting workflows in the Motive CSC
? Optimize use of integrations and liaise with integration business
owners to be used by Motive CSC & SMP applications.
? Interpret reporting data and reporting efforts of identifying
data points that need to be tracked for optimization purposes.
? Support the Business Specialist Subject Matter Expert (SME) in
developing the appropriate workflow in the SMP & CSC
? Consults with Business Specialist SME to determine current and
ongoing product support and system requirements / changes as
? Assist in the deployment initiatives to improve specific systems
and their interaction with support processes.
? Identify opportunities to improve the customer troubleshooting
experience or improve productivity of the customer care call
centers via workflow in SMP & CSC.
? In conjunction with the SME, assist implementing and continuously
improving processes, products and systems to optimise
? Provide support and quality advice with process activities.
? Provide advice and guidance to relevant areas to enable
integrated We are an equal employment opportunity employer and will
consider all qualified candidates without regard to disability or
protected veteran status.