TECHNICAL SUPPORT COORDINATOR - Port Elizabeth Verfied

Salary Negotiable Port Elizabeth, Eastern Cape Port Elizabeth, Eastern Cape more than 14 days ago 16-08-2018 12:17:19 PM
11-10-2018 12:17:19 PM
Job Description:
Technical Support Coordinator
A Telecommunications company is looking for a Technical Support Coordinator. Must have relevant experience and must be fluent in English.
Manage Support Line - Taking all incoming calls, assisting where possible - Taking details of support required, and assigning calls to technicians where necessary
Managing Technicians - Assigning technical calls/queries prioritising calls and following up on open support calls, escalate where necessary
Arrangement and Coordination of New Customer Installations (VSAT) via 3rd party installers where required.
Ensuring installers have all the necessary information, equipment, documents and permissions (including PPE and Induction courses to be attended) to install
Arrangement and Coordination of all VSAT Additional Hardware Installations and Service Visits to clients, communicating with installers/3rd party providers during installations and service visits, ensuring installers have the required PPE and/or special permissions for sites to install, and updating clients where possible.
Obtaining necessary permissions and wayleaves for site surveys (Fibre/Wireless), liaising between clients and providers to confirm dates for surveys/installations/hardware configurations and tests, ensuring committed dates are adhered to
Ensuring quality testing (Fibre/Wireless) is done after installations, and all necessary configurations are completed by 3rd party suppliers where necessary, before link is handed over to client, while ensuring hand over documents are received from the suppliers and live dates have been confirmed and communicated to finance department
Sourcing of new installers in redundant/remote areas
Assigning of VoIP Numbers to new & existing clients, ensuring VoIP devices are set up accordingly where applicable, and updating finance in order for database to be updated
Creating Job Cards where spares/hardware is required, taking down serial numbers/MAC addresses of equipment leaving premises, and ensuring the equipment is set up and shipped to installers/clients on time.
Updating customer files with correspondence and arrangements made with client, ensuring all survey reports/ fault reports/job cards and relevant documents before handing over to technicians
Creating new customers on ticketing system, updating customer files with correspondence/arrangements made with clients/suppliers. Ensure job cards are created and procedures followed before handing files to technicians. Ensuring customer file is again updated upon completion with relevant correspondence, reports, handover documents etc.
Ensuring site completion documents, photos and test results are received back from installers after installations/site visits, including ad-hoc hardware not replaced
Requesting quotes from installers for site visits, new installations and additional hardware installations
Formulating quotes to clients for site visits and additional hardware and installations, and arrangement of these visits/ installations upon customer quote approval
Update quotes check list accordingly and liaising with finance department, ensuring all services carried out and ad-hoc hardware supplied is invoiced
Generating daily reports of all calls logged (open and resolved) - Save copies to server
Generating data usage reports & loading additional data as requested by clients
Monthly stock take and ordering of sundries as required
Must have matric
Must have relevant Experience
Must be fluent in English
Valid Driver’s Licence
Must have Own car