Well, we're looking for talented people who share our interests and values. Do you focus on the essential and do what you say? Do you try to make things simple and dare to be original in what you say and do? And most of all, do you excel in providing exceptional service every day?
Workplace: Crissier
Your Mission
You will ensure smooth activation of the broadband solution, ‘Salt Home’ (Fixed internet, Salt TV and internet), for residential and business customers, as well as the fast and effective process of troubleshooting issues post service activation and orchestrate the efficient involvement of each concerned party involved in the process.
You will be the technical point of contact for our network partners, fibre distributors and will be responsible to manage the customer complaints from call centres.
You will ensure the best “Salt Fiber” fulfilment success rate and customer experience, take in charge provisioning bugs and incidents, implement work around and follow resolution with development teams and partners, and ensure the most efficient possible operational process.
Your duties
Activation
- Until the customer is up and running, be the technical point of contact for the call centres and partners for complex issues and escalations regarding the activation process
- Identify, investigate and ensure the correction of the issues that prevent the fulfilment to happen properly
- Monitor tickets and reports
- Treat requests by mail and phone
Support
- Once the customer is active, be the technical point of contact for call centres and partners in case of complex incidents or escalations regarding service functionality
- Investigate and follow up on complex incidents and escalations
- Engage the necessary internal support team or/and partners to resolve the incident
Process and documentation
- Conduct regression tests for new Internal Software Releases
- Observe and propose changes to improve existing processes
- Propose corrections for recurring issues
- Maintain an accurate documentation and guidelines
- Assure technical support and training to other teams
What you bring
- Experience in Fixed internet access support (Internet, TV and Telephony)
- Intermediate knowledge of fixed telephony services and architecture
- Familiar with IT service Management
- MS Office skills, Excel proficiency
- Familiar with work collaboration tools: Jira, Confluence
- Previous experience in similar role not required but appreciated
- Responsible and customer oriented
- Committed to produce work of highest quality and problem-solving skills
- Fluent in French & German, English an asset
What we offer
An exciting and dynamic environment with a unique start-up corporate culture, where proactivity and personal commitment are highly valued
- Interesting and diverse field of activity in a dynamic organization with a flat hierarchy structure and short decision-making paths
- Unique start-up corporate culture where proactivity and personal commitment are highly valued
- Modern work environment
- Part-time home office possible
- Various fringe benefit
Have we sparked your interest? Then we definitely would like to get to know you. Please apply to us online (we only consider online applications).