Job Title: Monitoring Solutions Specialist
We are seeking a skilled professional to join our team as a Monitoring Solutions Specialist. This role will play a crucial part in developing and maintaining a centre of excellence that consolidates all internal support structures into a single ISO compliant response centre.
As a key member of our team, you will be responsible for acting as a single customer response centre across all solutions delivered within our business.
To succeed in this role, you will need to demonstrate best practice focused on Customer Response management and SLA/order management to produce consistently high levels of customer satisfaction.
The successful candidate will also participate in a shift rota and contribute positively to the overall team culture and vision.
Key Performance Indicators include:
* SLA Metrics
* Adherence to Performance Management process
* Customer satisfaction metrics
* Online resolution
* Customer Experience improvements related to delivery
* Support ISO compliance
Requirements include:
* Minimum 2 years industry experience in Comms/ICT sector
* Knowledge of Business core ICT solutions portfolio and Fixed Line Telecoms technology and infrastructure
Benefits of this role include:
Working Hours:
This is a permanent position with a shift rota, contributing to the capability of the Customer Response team.
Location:
Dublin, Ireland
Language:
English (Fluent)
About Us:
We are an integrated telecommunications and information technology services provider, committed to delivering excellent service management that produces consistently high levels of customer satisfaction.