Arrow Dropdown arrow Play

Technical Account Manager

Operations

Salary: Competitive

Location: London, United Kingdom

Posted: 01 Nov 2018

Location: London (UK) OR Bilthoven (Netherlands)

Main Purpose of the role

As part of the Customer Experience team the Technical Account Manager is responsible for supporting customers facing structural issues with the network experience from Truphone by assessing the quality, analyzing data, detecting issues and develop and implement solutions for improvement of the network experience.

The role requires in-depth knowledge of the end2end network elements and devices and also knowledge of the current Truphone reporting, network infrastructure, processes and organization.

At the same time the role will be directly customer-facing and will require strong communication and basic project management skills to develop trust and goodwill with the relevant stakeholders representing the customers.

Key Accountabilities 

  • Support customer facing teams with data, enabling service & customer performance insights
  • Manage and report site coverage surveys and service assessments over problematic locations
  • Communicate clearly and concise to the relevant stakeholders in Truphone and customers
  • Support project delivery teams by performing sanity service testing, ensuring quality and CX
  • Manage service & product benchmark initiatives focusing on QoS and QoE improvements
  • Manage and deliver Service Quality data across all service domains
  • Define and implement projects for improvements
  • Raise requirements for service KPIs & KQIs focusing on customer experience
  • Promote periodical reviews of special cases reported to the facing customer communities, improving customer support
  • Enterprise technical support for complex customers and solutions, both pre-sales and in-life
  • Liaise with Tech teams to assess service problems (IMP and PMP)
  • Training SDMs in technical aspects of the role
  • Proactively debug and troubleshoot service issues
  • Perform site survey activities (pre and post-sale)
Required Skills
  • Knowledge on mobile networks (E2E) is mandatory
  • GSM/UMTS/LTE networks operation and signaling flows is a must
  • L3 signaling analyzing skills are mandatory (air interface)
  • Experience with signaling analysis tools and troubleshooting capabilities#
  • Telecom field testing tools expertise (Sigos, Nemo, TEMS, SwissQual, others)
  • Advanced Excel skills & VBA (Visual Basic for Applications)
  • Reporting tools know how (MicroStrategy, Power BI, others)
  • Analytical and troubleshooting skills
  • Communication and project management skills
Supporting skills
  • Performance management background (traffic model, performance and capacity)
  • Logical reasoning and analytical thinking
  • Proficient in data analysis and reporting tools
  • Understanding of ITIL foundations
Personal qualities
  • Team player, able to work in multi-cultural environment with strong analytical capabilities
  • Detail conscious, highly organised and methodical with a strong work ethic
  • Excellent writing and formal presentation skills. Ability to translate complex technical concepts into clear and concise common language that can be easily understood by non-technical peers
  • High degree of autonomy regarding prioritization and decision-making
  • Passionate about customer experience
Experience / Background
  • Experience working as a Telecom support engineer (mobile telecom)
  • Testing and analytics expertise
  • Technical knowledge in radio mobile networks, OSS/BSS and IP technologies
  • Drive test analysis and E2E mobile network know how
  • Knowledge of mobile device configuration and Operating Systems as well as device test tools such as QXDM, Nemo or similar and SIM Card Logging

As part of the Customer Experience team the Technical Account Manager is responsible for supporting customers facing structural issues with the network experience from Truphone by assessing the quality, analyzing data, detecting issues and develop and implement solutions for improvement of the network experience.

 

The role requires in-depth knowledge of the end2end network elements and devices and also knowledge of the current Truphone reporting, network infrastructure, processes and organization.

 

At the same time the role will be directly customer-facing and will require strong communication and basic project management skills to develop trust and goodwill with the relevant stakeholders representing the customers.

 

 

Key Accountabilities 

 

·         Support customer facing teams with data, enabling service & customer performance insights

·         Manage and report site coverage surveys and service assessments over problematic locations

·         Communicate clearly and concise to the relevant stakeholders in Truphone and customers

·         Support project delivery teams by performing sanity service testing, ensuring quality and CX

·         Manage service & product benchmark initiatives focusing on QoS and QoE improvements

·         Manage and deliver Service Quality data across all service domains

·         Define and implement projects for improvements

·         Raise requirements for service KPIs & KQIs focusing on customer experience

·         Promote periodical reviews of special cases reported to the facing customer communities, improving customer support

·         Enterprise technical support for complex customers and solutions, both pre-sales and in-life

·         Liaise with Tech teams to assess service problems (IMP and PMP)

·         Training SDMs in technical aspects of the role

·         Proactively debug and troubleshoot service issues

·         Perform site survey activities (pre and post-sale)

 

 

 

 

 

 

 

Required Skills

1.       Knowledge on mobile networks (E2E) is mandatory

2.       GSM/UMTS/LTE networks operation and signaling flows is a must

3.       L3 signaling analyzing skills are mandatory (air interface)

4.      Experience with signaling analysis tools and troubleshooting capabilities

5.       Telecom field testing tools expertise (Sigos, Nemo, TEMS, SwissQual, others)

6.      Advanced Excel skills & VBA (Visual Basic for Applications)

7.       Reporting tools know how (MicroStrategy, Power BI, others)

8.      Analytical and troubleshooting skills

9.       Communication and project management skills

 

 

Supporting skills

1.       Performance management background (traffic model, performance and capacity)

2.       Logical reasoning and analytical thinking

3.       Proficient in data analysis and reporting tools

4.      Understanding of ITIL foundations

 

 

Personal qualities

1.       Smart

2.       Team player, able to work in multi-cultural environment with strong analytical capabilities

3.       Detail conscious, highly organised and methodical with a strong work ethic

4.      Excellent writing and formal presentation skills. Ability to translate complex technical concepts into clear and concise common language that can be easily understood by non-technical peers

5.       High degree of autonomy regarding prioritization and decision-making

6.      Passionate about customer experience

 

 

Experience / Background

1.       5+ years of experience working as a Telecom support engineer (mobile telecom)

2.       3+ years of testing and analytics expertise

3.       Technical knowledge in radio mobile networks, OSS/BSS and IP technologies

4.      Drive test analysis and E2E mobile network know how

5.       Knowledge of mobile device configuration and Operating Systems as well as device test tools such as QXDM, Nemo or similar and SIM Card Logging

Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties