Job Summary
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
Key Responsibilities
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
Skill Requirements
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need
Other Requirements
Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need