Job Openings at U-Connect Human Resource Limited

Purpose of the Job

• The activation scheduler deals with the day-to-day scheduling& managing of service order tickets in order to ensure that the mean-time-to-activate (MTTA) customer services as promised is satisfactorily met.
• They function as project coordinators by actively engaging&driving all service fulfillment stakeholders (including customers) towards a desired result: which is delivering service to customer in a timely and satisfactory manner.
• Activation schedulers are also responsible for effectively communicating and managing customer expectation from start-to-finish of the service fulfillment process.

Key Activities
Customer Service Activation Coordination:

• Provide excellent customer service fulfillment coordination in such a way that we can successfully activate customer services and drastically reduce refunds.
• Receive and process all FOS activation service orders from customers as sent in by I-shop, NSD, etc. via the OTRS.
• Schedules customer premises visit for E2E activation jobs with customer and contractors.
• Ensure that when appointments agreed with a customer will be missed or delayed, the customer is informed well ahead of the appointment time.
• Manage and drive all communication with customers from when an activation ticket is raised on the OTRS until when customer service is fulfilled.
• Compile weekly summary report of customer service fulfillment results (activation reports) and submit every Friday, on or before 5pm to your supervisor and other key recipients.
• Validate with customer all completed activation jobs before closing activation tickets on the OTRS.
• Receive, process & store post activation reports and customer feedback forms on the EDRMS.
• Ensure Customer satisfaction at every contact. (via phone, emails, physical interaction or other online medium)
• Follow up on unresolved complaints relating to service fulfillment amongst other customer inquiries.
• Exhibit excellent listening, questioning and communication skills when interacting with customers.
• Be articulate and concise in e-mail communication with customers.
• Adhere to telephone etiquette -- politeness, courteousness, empathy, responsiveness – with the aim of ending all conversation on a win-win note.
• Explain service fulfillment procedures to customers in a satisfactory manner. Answer questions convincingly, provide information and feedback appropriately.
• Track contractors to ensure they comply with schedules & appointments with customer and fulfill MTTA (mean time to activate) targets.
• Comply with the acceptable rules of customer engagement when communicating with customer and ensure other personnel involved in the service activation chain do same too.
• Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives in a clear and unambiguous manner.
• The use of ‘we’ and ‘them’ phrases during customer engagement is totally unacceptable. Be an ipNX ambassador when engaging customers.
• Take ownership of customer issues/inquiries and proactively escalate it to the appropriate action party only after you have concluded your engagement with the customer.
• Build sustainable & engaging relationships with customers by going the extra mile to satisfy their needs. Must be the voice of the customer for all service fulfillment related issues.
• Email and activation ticket handling accuracy
• Prompt response to emails (between 0 – 24hrs).
• Provide timely, accurate and consistent feedback on the OTRS for all activation tickets within the defined update bands
• Ensure responses are consistent with the contents of emails and OTRS data for all inquiries, complaints or feedback.

Response Time to Calls and Emails:

• Ensure prompt response to in-bound calls, especially customer calls.
• Ensure that in-bound calls are picked at the third ring.
• Must be clear, direct and not vague in your communication with customers (either by phone calls, emails or physical interaction).
• Must not engage in verbal altercations with a customer or be perceived as being rude, arrogant and passive when responding to a customer or colleagues.
• Must escalate issues they cannot handle to their supervisor in a timely, proactive manner and follow-up until resolution.
• Identify and escalate priority issues immediately they are observed.
• Must work effectively with colleagues and other customer facing unit personnel to satisfactorily manage customer escalations when they arise.
• Ensure that the number of customers that complain executives after contacting & engaging the scheduling team and not getting resolution is Zero.
• Ensure that the number of irate customers visiting I-shops due to service fulfillment issues is zero. 
• Any other duties assigned by supervisor or manager
• Attend to any other ancillary task as assigned by your line supervisor or manager.

Minimum Requirements

• HND / B.Sc in any Discipline
• Minimum Experience: 2 years experience in a contact center/front desk/customer service, and other similar roles.
• Customer Relations, Sales, Marketing, Human Relations (any other Humanity disciplines) in Telecoms, ISP or Technical Services Company.
• Familiarity with service order management systems and practices, e.g. OTRS, Self-service portals.
• Excellent computer literacy and telephone etiquette.

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Key Activities

• Timely delivery and completion of Assigned projects
• Completing all tasks set by the supervisor and assisting wherever possible Head Engineering Engineering Team Lead Job Holder § Providing Support for Retail clients, Core network and resolving faults within SLA
• Observing existing strategies and techniques and offering suggestions for improvement § Providing Support for Retail clients, Core network and resolving faults within SLA
• Conducting research and collating data
• Adherence to participation in training and development
• Submitting to all forms of evaluation during the traineeship § Timely delivery and completion of Assigned projects
• Compiling reports and delivering presentations to staff members and other stakeholders.

Qualifications & Functional Skills

• Academic: (B.Eng) in Computer Engineering, Electrical and Electronics Engineering or Related Discipline Professional: CCNA, Linux Fundamentals, Python Work Experience:
• Implementing and troubleshooting various LAN Networks.
• Implementing and troubleshooting various WAN Networks running various routing protocols like BGP, OSPF, EIGRP, and MPLS
• Knowledge of Linux and Python programming
• A good understanding on WiFi technologies

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Purpose of the Job

• The Field Support Specialist will supervise teams responsible for maintenance of cable and termination, Commissioning and Testing Equipment of fibre drop cables networks on the Roads Telecommunications Service networks.
• This will include repairing any Fibre or Copper Cable break.
• This role is responsible for carrying out planned and contingency operations and maintenance (O&M) services in accordance with approved procedures and safety standards

Key Activities
Facility and Infrastructural Maintenance:

• Coordinate user support efforts by diagnosing network and device problems and implementing technical or procedural solutions Operations & Maintenance Lead Field Support Specialist
• Implements proactive maintenance and sets up system monitoring, to reduce equipment failure and incident response time
• Execute Planned Preventative Maintenance schedule; working as part of the team to deliver effectively, on time & within budget.
• Diagnoses network and device problems and implements technical or procedural solutions
• Ensure Quality Control Checks on all reports for resolved incidents in accordance with defined procedures.
• Perform inventory of equipment and consumables required by Contractors, ensuring availability and repair / return of same. Maintains accurate records of the condition of splitters, equipment in all buildings, and inspections
• Prepare regular reports on all inspections and work orders as may be necessary.
• Proactively anticipate potential safety hazards and be prepared to undertake any emergency actions required § Ensure efficient Operations
• Maintain the highest standards for safety and actively promote a world-class safety culture in all aspects of operational procedure
• Adhere to daily & weekly checks to ensure smooth operation of sites, keeping up to date & accurate records Ensure all work carried out is done so within the Health &Safety requirements
• Lead tactical response teams to resolve specific technical issues by delivering root-cause remediation and successful timely implementation of Engineering Operations
• Ensure continuous improvement efforts on infrastructure through monitoring of compliance to standards of procedures and policies, while delivering performance against agreed metrics
• Manage maintenance and repair programs, making sure there are no service failures.
• Perform efficient field service activities, including on-site installation, upgrades, preventive maintenance and system repairs

Business Continuity and Disaster Recovery:

• Maintain routing plans, network maps, and disaster recovery plans to aid business continuity in the event of an unforeseen service disruption
• Enable the division to deliver 100% uptime on all lastmile infrastructure Conduct Incident management as either first responder or incident commander
• Execute the set clear guidelines for communicating and escalating critical issues to supervisor to minimize business disruption due to infrastructure support issues
• Conduct performance benchmarks, conducting analyses, and preparing documentation reports on all aspects of the critical facility operations and maintenance

Planning and Documentation:

• Execute Operations and Maintenance (O&M) plan in line with the B2C business objectives
• Produce timely and accurate reports of field activities: e.g. service reports and expense reports
• Execute policies, procedures and work standards required for the maintenance of last-mile fibre infrastructure and ensuring compliance by all maintenance teams.
• Provide feedback to support teams for correcting system documentation and updating Customers.
• Execute performance benchmarks, conducting analyses, and preparing documentation reports on all aspects of the critical facility operations and maintenance
• Prepare operations and maintenance activity and performance reports
• Team Leadership, Coordination and Supervision Solve a broad range of hardware and/or software problems of varying scope and complexity
• Motivate and coordinate maintenance teams for individual supervision, support and performance evaluations Train & Monitor assigned maintenance teams to ensure that safety procedures and work practices are always strictly adhered to
• Work within Service Operations to ensure that SLAs are met and exceeded
• Monitor and control expenses within a defined budget Develop and maintain strategies for continuous performance improvement

Stakeholder Management and Research:

• Responsible for the on-site management of sub-contractors and vendors, ensuring that all work performed is in accordance with established practices and procedures
• Managing the relationship with Facility managers and their facility staff
• Monitor vendor RAMS (Risk Assessment Method Statements) and MOPs (Methods of Procedures) and ensuring all safety procedures are adhered to while performing work
• Research, investigate, evaluate, and qualify potential new equipment for network deployment Keep abreast of changes in industry practices and emerging telecommunications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings or workshops as specified by the division
• Draft of progress reports which must be clear, concise, comprehensive, and easy-to-understand by stakeholders and key decision makers
• Manage storage of stock to agreed levels and ensure that you have parts available to complete jobs as quickly and efficiently as possible.

Educational Qualifications & Functional Skills

• Bachelor’s Degree or Higher National Diploma in Electrical Engineering, Mechanical Engineering or relevant discipline
• 2+ years of Fibre / FTTH Operations
• Fundamental knowledge of network design and layout as well as low voltage (copper/ fibre) cabling Ability to confidently communicate with personnel at all levels of the organization.
• Extensive technical knowledge deploying and managing network and infrastructure environment Well organized, articulate and has numerate skills
• Knowledge of network hardware configuration and management, including routers, firewalls, switches etc. Demonstrable capability to form and lead tactical response teams to resolve specific technical issues by delivering root-cause remediation and successful timely implementation
• An ability to deliver results in highly complex, technically challenging situations where collaboration across multiple teams is required
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop business cases Have an entrepreneurial spirit
• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources
• Aptitude in decision-making and problem-solving
• Demonstrable communication, interpersonal and relationship management skills at expert level.
• Demonstrable leadership and influencing skills at a senior level
• Environmental / Industry analysis
• Documentation and Strategic planning skills
• Excellent communication skills
• Project management skills also desirable
• Fundamental knowledge of network design and layout as well as fibre cabling.
• Experience in Vendor Management
• Experience working in a Service Provider environment and providing technical support to end customer solutions
• Experience working in the Telecommunications industry with a track record of technical achievement
• Knowledge and understanding of the Nigerian and global Information Technology Industry especially Telecommunications

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Purpose of the Job

• Provide first level off-site technical support for all services: Internet service, Voice, Connected Home and Office, etc.
• To consistently provide a high level of excellent customer service and support, ensuring customer satisfaction.

Incident Management (First Call Resolution):

• Manage Service request life-cycle: receive, log and take ownership of all general Service Requests and progress to resolution.
• Receive, log and take ownership of all faults. Respond to Operations & Maintenance Lead Retail TAC Engineer and provide timely, complete and accurate resolution to customer inquiries via email, phone or web calls.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer issues within the contracted SLAs.
• Proactively monitor all owned & installed network elements in corporate customers’ premises.
• Prompt Response to inbound calls and emails.
• Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.
• Identify, document and alert supervisor of trends in customer calls.
• Follow up on unresolved complaint/ open tickets to closure.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.
• Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date.
• Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.

Preparing Technical Reports:

• Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.
• Prepare daily incidence summary reports.
• Prepare monthly availability reports for customers.
• Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.

Educational Qualifications & Functional Skills

• HND, B.Sc / B.Eng Computer Science / Computer Engineering / Electrical-Electronics Engineering (2.2/Upper Credit at minimum).
• CCNA , CCNP (Desired)
• Strong telecommunications, IP design skills, & in-depth knowledge of IP Network.
• Excellent business communication skills both verbal and written.

Work Experience:

• A hands-on experience with the following is a must: IP Routing, UTM, VPN, Home Networking.
• Knowledge and experience with network security is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills.

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Responsibilities

• Onboarding of distributors and their staff on our platform
• Training distributors to understand our platform functions and fully utilize it.
• Assist in setting up accounts for distributors.
• Constantly interact with distributors to ensure that products, inventory, and their staff get the needed support when required.
• Ensure that important settings and inputs on the platform are being done accurately.
• Monitor compliance to the usage of the platform by distributors.
• Assist in training sales agents when required.
• Prepare detailed reports of activities as will be required from time to time.
• Be on the lookout for potential business development opportunities.
• Any other tasks that may be assigned by the customer success lead or executive team

Candidate Requirements

• Candidate must have a good command of spoken and written English and can speak pidgin.
• The ability to speak the native language of the deployment community is a huge plus.
• Personality, Ambition, Analytical, Problem solving, and entrepreneurial mindset must be no less than average on any of these but must be above average on at least two.
• We are a diversity-conscious organization and ready to welcome anyone good enough but must be physically fit as a lot of movement will be required.
• Selected candidates must be computer literate, his the ability to use a smartphone, work with web and mobile apps, and must own a smartphone.
• Proficiency in the use of MS Suite of applications including word, excel and ppt is a must. Owning a personal laptop will be a huge advantage.

Remuneration
N70,000 net monthly salary.