Resolve complex and escalated technical issues related to Vodafone Germany fixed and TV products in dynamic, customer critical environment, working on improving process and standards to enhance customer experience and support services.

Key accountabilities and decision ownership

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  • Act as Technical and Process Reference for Junior Incident Managers
  • Handle Long Runner and complex tickets.
  • Perform fault troubleshooting, identification, and resolution for Vodafone Germany Customers.
  • Solve the Incident within the comply SLA and meet the agreed KPI.
  • Deal with different Internal Competence Teams and 3rd Parties when needed to solve the ticket within SLA .
  • Handling End-End Customer incidents from the first call till Ticket resolution 
  • Delivering best customer experience in Terms of NPS and written customer feedback,
  • Work on Shift basis 24*7 including weekends and public on rotational basis.

Core competencies, knowledge, and experience

• 2-4 years of experience in Troubleshooting and technical support in Complex Solutions.
• Advanced fixed and TV product knowledge/Experience including some areas like Routing ,Switching and IP services.
• Fluent in German (Written and Spoken)- Minimum C1 Level
• Advanced knowledge of Vodafone fixed and TV products and the Vodafone portfolio tool is desirable.
• Being able to handle full products portfolio including complex issues.
• Excellent   Analytical Skills
• Act as internal L2 support for new members providing support in complex scenarios.
• Excellent Customer Orientation and high communication Skills
• CCNA certification is preferred