Back Office Support Specialist

About the role

Digicel, a digital connectivity and communications provider serving nine million customers across the Caribbean, Central and South America, is hiring a Back Office Support Specialist in Port of Spain. The specialist joins a team that coordinates, administers and provides solutions for Service Delivery (SD) operations, acting as the first point of escalation for installation, change of service and fault repair issues after and during customer visits.

Key responsibilities

• Schedule and reschedule jobs, run desktop quality compliance spot checks on daily trucked jobs, and manage jobs at risk and third-party contractor jobs not trucked
• Support the daily operations call confirming the next day's job load with third-party contractors
• Handle customer queries using backend systems and advise customers when teams are running late
• Manage inventory levels, maintain the inventory database, count stock physically and digitally, produce reports and reconcile stock counts
• Resolve on-the-fly issues for infield technicians and troubleshoot technical issues using knowledge of stack operations and auto-provisioning
• Support Tier, OCM, Sales and Headend on installation/service delivery issues, including fault repairs, illogical FATs and provisioning issues, and support BOM for FTTB over FTTH
• Handle suspensions, fallouts, service delivery cases, FTTx relocations and activations
• Manage dissatisfied customers, make ETA calls, reschedule appointments and maintain good relationships with contracting partners

Required profile

• Associate degree in Information Technology or Business Administration, or an equivalent combination of qualifications and experience
• General knowledge of FTTH networks and of the tools and equipment used in FTTH installs
• Ability to read and develop schedules based on demographics, time and priority
• Bookkeeping experience
• Excellent telephone techniques and ability to work independently and as a team member in a fast-paced environment

Required skills

• Proficiency in Excel at an intermediate level
• Intermediate knowledge of CRM and order creation and modification
• Solid understanding of an FTTH GPON network and related OSP components
• Ability to read, analyse and generate reports, and to handle customer inquiries and complaints