Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
Role Purpose
Resolve complex and escalated technical issues related to Vodafone Germany fixed and TV products in dynamic, customer critical environment, working on improving process and standards to enhance customer experience and support services.
Key accountabilities and decision ownership
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- Act as Technical and Process Reference for Junior Incident Managers
- Handle Long Runner and complex tickets.
- Perform fault troubleshooting, identification, and resolution for Vodafone Germany Customers.
- Solve the Incident within the comply SLA and meet the agreed KPI.
- Deal with different Internal Competence Teams and 3rd Parties when needed to solve the ticket within SLA .
- Handling End-End Customer incidents from the first call till Ticket resolution
- Delivering best customer experience in Terms of NPS and written customer feedback,
- Work on Shift basis 24*7 including weekends and public on rotational basis.
Core competencies, knowledge, and experience
- 2-4 years of experience in Troubleshooting and technical support in Complex Solutions.
- Advanced fixed and TV product knowledge/Experience including some areas like Routing ,Switching and IP services.
- Fluent in German (Written and Spoken)- Minimum C1 Level
- Advanced knowledge of Vodafone fixed and TV products and the Vodafone portfolio tool is desirable.
- Being able to handle full products portfolio including complex issues.
- Excellent Analytical Skills
- Act as internal L2 support for new members providing support in complex scenarios.
- Excellent Customer Orientation and high communication Skills
- CCNA certification is preferred
Must have technical / professional qualifications
• Bachelor degree ,Preferred in Computer /telecommunications engineering or any related areas.
• 2-4 years of experience in Fixed and TV Network Field
• technical knowledge of
o WAN Access Technology
o IP Networking
• Profession in German and English, spoken and written (C1 is Must).
