Role : Triage and Allocation Analyst (FTTx & HFC)
Employment Type: 6+ month and extendable
Client: Telecom
Location: Gold Coast Australia
**Description**
Ability to communicate effectively and possess sufficient soft skills to handle customers, personnel from other parts of the business, to proactively analyze and investigate the nature of the issue and troubleshoot in a timely manner.
Identify cases based on Business rules and perform allocation across Case management team.
Perform Triage through the day to identify cases with specific scope for allocation to specialize teams.
Excellent understanding of Telecom network architecture FTTx & HFC.
Liaising with team leads to ensure update are communicated and actioned include the relevant frontline teams.
Excellent knowledge of MS Excel (reporting on Case load and simple pivot views on daily/weekly/monthly volumes)
Creation of the end-to-end allocation report with breakdown of work assigned and completed with visual representation of incoming & outgoing throughout the day.
Good understanding of Case management process
Prior experience with handling large data sets for reporting and analysis perspective.
Excellent Communication skills.
1 to 4 years of experience in Telecom Domain.
Broad Understanding on CRM tool
- Salesforce plus.
Effective Case Management and Communication with internal and external stakeholders / teams from smooth flow of Complaint or Enquires.
Effectively case managing GM escalation cases.
Ensuring the accuracy and appropriateness of the solution design presented to customers.
Regards
**Sanjeev Kumar**
**Pan Asia Resources Pte Ltd.**
Australian Phone no: + 61-288800447
WhatsApp: +91-9354413193
**Job Type**: Contract
**Salary**: $220.00 - $250.00 per day
Work Location: In person