Digicel Group

Customer Support

• To respond to customers’ queries and complaints via the (phone, email and webchat) providing clear and accurate information regarding company services, billing and retention.
• Resolve/Respond to customers queries: On products and services, billing, general package information etc.
• Taking ownership of customer service issues to ensure resolution to the company’s standards.
• Add value to each customers’ experience: Retain or re-establish relationships with customers by building rapport.
• Maximizing of revenue generating opportunities through up-selling to existing customers.
• Documentation of customer queries: Record each customer’s query or concern and the resolution or recommendation provided.
• Adjustments: Activate/adjust accounts for customers on the subject service/credit extensions, reconnections, change of services, enabling/disabling subscriptions, upgrading/downgrading package etc.
• Assist the process for installation of new service.

Customer Care Agent

Engineer

• Assume a key role in supporting the Digicel Business Solutions product portfolio and its customers through the execution of In Field Site Surveys, Solution/Product scoping, designing and delivery, Service installations inclusive of last mile connectivity, Planned maintenance works and schedules routines, Provision of remote and infield monitoring and support 24/7/365, Configuration of ICT infrastructure at customer premises and Digicel’s PoPs and Data Centres on a wide array of hardware and technologies
• Assist with the development and execution of training programs for Technical ICT Engineers and Support teams
• Provide support to Managed Service Help Desk and Business Solutions sales personnel
• Partner with Products, Planning & Optimization and Core Teams in the scoping, designing, implementation and testing of existing and new Business Solutions products
• Guarantee representation of the Digicel brand by always acting and dressing professionally
• Monitors ticket queues during normal business hours
• Ensure all assigned tickets are handled per SLAs
• Document configurations, as-builts and processes pertaining to ICT equipment and services
• Participate in operational acceptance of new ICT Hardware
• Assist in the development, testing and roll out of new Managed Services products
• Diagnose errors or technical problems and determine proper solutions
• Guide, assess and ATP work performed by Sub-Contractors to ensure that it meets the necessary standards
• Develop MOPs and complete RFC documentation to meet Company’s Standards