Вакансии

JOB DESCRIPTION: Support Specialist ensures coordination of tickets towards TD and proposes actions for quality improvement towards customers. Assure the proper follow-up of service disruptions and quality of the information between TD and all other departments (CC/Help Desk, Sales, IS, MarCom, Management, etc.) 

JOB RESPONSIBILITIES:

• Coordinate and analyze the complaints from customer care/help desk, assure the proper solving, distribution to relevant teams in TD and IS and answer towards CC/Help Desk;
• Prepare periodically relevant dashboards to reveal the performance of help desk complaints analyze in TD;
• Organize and participate to meetings with all involved teams in TD, the other departments and for process follow-up and analyze;
• Define and adapt continuously internal KPIs for the service quality in correlation with customers experience, implement their measurement and follow-up;
• Follow-up all tickets performance inside TD and escalate if internal SLA is violated;
• Use technical tools (E2E, etc.) for investigation of complaints;
• Assure and follow the proper communication of service disruptions towards Help Desk.

   

• REQUIRED QUALIFICATIONS:

   

• Higher education, 1-2 years of corresponding work experience in a Telecommunication Company in dealing with technical processes and good knowledge of associated services;
• Knowledge on the construction of cellular networks and qualitative indicators;
• Experience in dealing with CC complaints;
• Language skills: Armenian, Russian and English;
• Computer skills (MS Office);
• Analytical and reporting skills;
• Communication, Teamwork and cooperation skills;
• Result/customer oriented;
• Adaptability/Flexibility;
• Problem solving and ability to work under pressure.

Viva-MTS ensures a fair and transparent recruitment process without discrimination against age, race, gender, disability or socio-political position. 

TERM:                                    Full time, on shift, 24/7               

JOB DESCRIPTION: The Mobile Network Monitoring Engineer is responsible for the satisfactory maintenance and operation of the Company Core (Call Switching, Packet Switching and VAS services) network. S/he also ensures maximum possible services availability and performance. The Mobile Network Monitoring engineer is also responsible to identify, categorize and respond to network problems.

The Mobile Network Monitoring Engineer follows up all the requests opened through ticketing system are timely handled to ensure uninterrupted services.

JOB RESPONSIBILITIES:

• Perform shift work 24/7 (09:00 – 18:00, 17:00 – 02:00, 00:00 – 09:00)
• Follow up the alerting signals to be recorded;
• Provide accurate responses to all claims and problems received fromCustomer Care Unit;
• Examine and solve the problems and inform line manager;
• Prepare and archive the operational and troubleshooting documentation for staff;
• Prepare problems’ reports for the management;
• 24-hours availability.

REQUIRED QUALIFICATIONS:

• Higher education, preferably in the sphere of Telecommunication or Computer Sciences;
• At least two years of work experience in Telecommunication sphere;
• Knowledge of Telecommunication or Computer Sciences;
• Advanced computer skills (MS Office);
• Good knowledge of IP networks;
• Skills in technologies;
• Good knowledge of Armenian, Russian and English languages;
• Time management and organizational skills;
• Team working and communication skills.
• Reporting skills;
• Adaptability/Flexibility;
• Teamwork and cooperation skills;
• Problem solving;
• Ability to work with overload.