Manager Technical Customer Support

Belize Telemedia Limited invites suitably qualified candidates to submit applications to fill the following vacant post:

“Manager, Technical Customer Support”

in its CTO Division with duty station in Belize City

 

JOB PURPOSE:

The  Manager Technical Customer Support is supervising the activities within the Technical Customer Support sub department on the tactical/operational level and the manager is responsible for adequate staffing, resource planning, coaching, training and execution of HRM-processes of the Technical Customer Support sub department (N4-level).

The Technical Customer Support sub department is responsible for providing technical customer support to residential and business customers.

The Manager Technical Customer Support establishes and implements the processes and procedures needed for providing technical customer support to residential and business customers. Therefore, close cooperation with the Network Operations and the Commercial Customer Care organization will be required.

The Technical Customer Support sub department provides the day-to-day technical customer support and is working from documented processes and procedures.

Technical Customer Support is responsible for:

•   Provide technical customer support

•   Dispatch procedures (installs and faults)

•   Operational procedures

•   Log of all operational events

•   Handling major network calamities and disaster situations

•   Operational scripts

 

QUALIFICATION, KNOWLEDGE & SKILLS:

  • Bachelors of Science level in Computer Science, Electrical Engineering, Telecommunications or equivalent.
  • 2+ year relevant working experience in a telecommunication operator.
  • Capacity to understand current and planned BTL network.
  • Knowledge of fixed broadband and mobile networks.
  • Working actively on keeping knowledge up-to-date.
  • Capacity to lead and manage employees.

 

MAIN DUTIES & RESPONSIBILITIES:

  • Personnel management
    • Supervising the activities of the N4 level members
    • Motivating, training and coaching of the N4 level members
    • Performance management cycle of N4 level members
  • Problem solving
    • Staffing for the Technical Customer Support sub department
    • Resource planning and management on projects
    • Establish procedures and processes for standardized day-to-day technical customer support to residential and business customers
  • Financial
    • Management of sub department budget
    • OPEX/CAPEX budget KPIs
    • Inventory management KPIs – Spares, Obsolete Stock levels
    • Overtime KPI’s
  • Accountability
    • Reporting to Manager Service Operations
    • Provide the qualified resources required for the lead network architects and program managers to jointly plan, engineer, construct and operate the networks of BTL delivering the agreed KPI’s at the planned capacity level.

 

This is a high-level job description. BTL expects a flexible attitude regarding the duties and responsibilities of this post.

Preference will be given to those who meet the above requirements. 

Letter of application accompanied by a resume should be submitted electronically to no later than Wednesday October 9th, 2019 and addressed to the:

Recruitment Manager

Belize Telemedia Limited

hr@livedigi.com