Analyst - Technical diagnosis and troubleshooting

Job Summary

Analyst - Tech plays a vital role in ensuring the efficient operation and maintenance of voice communication systems. This position is responsible for monitoring, troubleshooting, and providing technical support to enhance service reliability and performance. The Analyst will serve as a key point of contact for resolving technical issues and maintaining customer satisfaction.

Key Responsibilities

1. Monitor And Troubleshoot Voice Communication Systems Using Technical Diagnosis And Troubleshooting Skills To Identify And Resolve Issues Promptly.
2. Provide Technical Support For Voice-Related Issues, Serving As An Escalation Point To Ensure Timely Resolution And Maintain Service Quality.
3. Maintain Active Communication With Customers To Address Service Issues, Ensuring A High Level Of Customer Satisfaction And Adherence To Nps Goals.
4. Create And Maintain Comprehensive Documentation On Voice Processes, Generating Reports On System Performance And Technical Issues To Support Continuous Improvement.
5. Respond To Inbound Queries And Make Outbound Communications As Needed To Resolve Technical Service Issues, Ensuring Alignment With Project Requirements And Slas.

Skill Requirements

1. Technical Diagnosis And Troubleshooting Of Voice Communication Systems
2. Proficient In Written And Verbal Communication For Effective Customer Interaction
3. Strong Focus On Customer Satisfaction And Ability To Achieve Nps Targets
4. Outcome-Oriented Mindset With A Commitment To Meeting Deadlines And Project Goals

Other Requirements

1. Optional But Valuable Certifications In Voice Communication Or Itil Foundations