Field Support Officer

  • Basis:  Full-Time
  • Closing Date:  15 Feb, 2020
  • Job Ref:  KMP-51664

Job Description

Add technology to your menu!
We’re looking for an individual who can make a real difference in our technical operations team, with a view to further support and improve the quality of support we provide to our customer-facing heroes.

As a Field Support Officer, you will be the go-to person for our field technicians, providing support in resolving GO related network faults from our back office. You will also have to deal with a number of requests in this position – your input will be very important for us to resolve issues of a technical nature and to ensure that all faults are being attended to.

If you have a sense of understanding to the situations we encounter, have experience in our systems as well as you have a feeling of accomplishment when supporting people, the role will be just right for you.

Does this sound like you? Here’s what you need to have to match our requirements:

  • Must be IT computer literate and conversant with office automated tools;
  • Be an effective and flexible team member;
  • Possess a positive attitude and approach;
  • Good at problem solving;
  • Be willing to learn and attend further training to keep up with latest updates;
  • Be proficient in Maltese and English and preferably a third language;
  • Be flexible in working hours, available to work shifts;
  • Have good communication and interpersonal skills.

This is how you can hit a few more plus points for this position:

  • Preferably have a good level of education and in possession of the ECDL certificate;
  • Preferably possess previous experience in a customer care related environment.

If this describes you, then this is a glimpse of what you’ll be doing:

  • Rectifying faults residing in NITT Queue Test Desk and any other related queues;
  • Assisting the Inbound Team and 4P by testing services, update NITT tickets and NITT Routing Inventory;
  • Providing an excellent standard of service through telephone; online and email support and ensure that customers’ expectations are met and exceeded
  • Ensuring that all problems are resolved in a timely and efficient manner, achieving high levels of first call resolution and customer satisfaction providing the required support to technicians;
  • Monitoring NITT queue the WFM tickets and follow up with field technicians to ensure timely service completion;
  • Re-assigning overdue tickets to field technicians in order to ensure timely execution and service delivery
  • Highlighting any overdue / missed appointment tickets to his/her Line Manager for the necessary action to be taken
  • Liaising with other CSM sections and departments to ensure the established KPI’s are reached vis-à-vis service delivery, prioritize requests via email and or other support channels;
  • Regularly meeting and exceeding the S.M.A.R.T. targets goals set by his Line management Manager;
  • Supporting the Line Manager in evaluating and verifying wave fault surveys and providing feedback.

We’ll recruit as soon as we find our match. Don’t think twice – apply now.