Customer Service jobs in United States

The primary purpose of this role is to support and enhance the Problem Management function through structured, ITIL-aligned processes, ensuring the effective management, documentation, and communication of service-impacting incidents across enterprise telecommunication services.

The role is pivotal in compiling and reviewing outage reports, managing both internal and external communications, and ensuring alignment with organisational targets and communication standards.

It involves close coordination with cross-functional teams to produce technical reports, initiate service improvement measures, and guide communication automation efforts. Additionally, the role contributes to knowledge sharing and operational excellence through the creation and maintenance of process documentation, customer guides, and executive reporting.

ROLE ACCOUNTABILITIES / KEY ACTIVITIES

• Understanding and conforming to the Problem Management documented work-flows and

work delivery framework (ITIL-based).

• Constantly ensuring alignment with work activities and the annual targets set.
• Ability to perform general problem management activities in the Problem Management team as they pertain to telecommunication customer services and service processes.
• Compiling major outage reports (multiple customer services impacted) for network faults affecting any one of the enterprise technology areas, including enterprise network services (core layer 3 network), enterprise cloud services (hosting, firewalls, applications, storage services), transmission services (both core and access transmission services).
• Compiling individual customer incident reports for non-service managed customers in the enterprise business unit.
• Reviewing of incident reports compiled by service managers to ensure they conform with company communication standards.
• Compiling a monthly major outage analysis report which is submitted to group as part of their international major outage reporting requirements.
• Assistance in compiling general and technical notifications to both the internal business and customers when required.
• Management of the notification platforms and engagement with systems teams in terms of required communication enhancements required on these platforms.
• Compiling specialized technical reports requiring engagement with internal teams and co-ordination of activities to ensure required customer outcomes are met.
• Guiding and managing the communications requirements related to the automation of communications to customers
• Managing and coordinating network or service improvement initiatives focused on ensuring that permanent resolution measures are implemented for all major network outages requiring these.
• Compiling of technical documents such as technical process documents required for customer support, device installation guides etc.
• Compiling presentations, spreadsheets and documents required by management.
• Ensuring that the major outage communications process documents are updated as required, as well as updating of communication templates.

• Well-developed investigative and analytic thinking abilities.
• Able to simplify and integrate often complex, disjointed, and technical information into concise written communications, which have a logical flow and are factual.
• Well-developed problem-solving skills.
• Substantive technical and business writing skills.
• Accuracy and detail oriented.
• Excellent networking and interpersonal skills.
• Well-developed prioritisation abilities.
• Good knowledge of and interest in the ICT industry and technology.

• Applicable, recognized ICT certifications e.g. Cisco CCNA and other similar ICT enterprise technology certifications, would be advantageous.
• A 3-year degree or diploma in information technology, business studies or journalism/publishing or similar.
• Matric/Equivalent
• Previous experience in an Information and Communication Technology (ICT) operational environment with a sound knowledge of telecommunications networks and how the different components function and relate to one another would be advantageous, but not essential
• Previous experience in a journalistic, business consulting, technical writing or technology training role would be advantageous, but not essential.