Key Purpose of Role
To enable the technical end to end smooth delivery of Cisco Voice Matrix Converged Solutions by taking a Design Concept into a working Solution and eliminating the Risk of Failure to the Customer.
To constructively work together, sharing ideas, knowledge and resources to create a world beating excellence in order to move into the e- business.
To empathise with customers and anticipate their needs and aspirations; take ownership of their issues and focus on providing the most advantageous solution within the bounds of the customer contract.
Be passionate about delivering high quality of service, vigorously seeking creative, fast ways of making things happen and adding value.
Take ownership of customer technical issues relating to elements of the solution being provided.
To provide world class customer experience within the bounds of the Customer Solution contract

Call Center Messaging

Responsibilities:

Will be able to provide the full customer on-site relationship
Will be comprehensively skilled in their own work area and be able to deal effectively with standard and non-standard problems and be able to interpret customer requirements.
Will have excellent IT literacy skills and have a knowledge and understanding of system applications and how they work.
Will be capable of providing bespoke solutions by identifying and interpreting customer requirements.
Will be able to deliver complex data networks within a mixed business customer base.
Acquire and maintain relevant technical and behavioural relationship skills.
Will coach and support colleagues, transferring knowledge and developing skills where needed.
Will take a pro-active interest in their personal development and be committed to learn from internal and external based courses and convert the skills learnt into productive work
Will understand and be involved in the business practices of their team and be accountable for their own contribution to its success.
Higher specific technical capability in his/her skill area.
Support and coaching of team members within the teams.
Automatically take ownership of Customer and internal issues to provide a resolution to the satisfaction of all.
Assume additional support to line managers in monitoring workloads and allocation of work within the team.
Step up in the absence of line managers, take authority in decision making.
Interface between the team members and technical managers internally and externally.
To progress Solutions in accordance with the current Solutions Integration Process document.
Produce Configuration, in line with the DRAG documents, which fully satisfy the customers requirements.
To complete or update as appropriate fully a current version of the NMSL Template document and send in timely fashion in accordance with the Solution Integration Process
Attend customer or project meetings as required to ensure an exceptional customer experience for the Solution being provided.
To comply with the requirements and values of the Divisional Code of Practice
To understand the regulatory, fair trading and competition rules relating to the area of work, to be sufficiently able to comply with them and recognise when specialist support is required.
To actively improve individual knowledge and capability by seeking assistance outside of own technical experience from wider team.
Assist in the reduction of budget costs to support unit objectives.
Ensure that all appropriate job specific procedures are followed.
Regularly communicate with your manager to review performance.
Deal with internal and external customer complaints using the appropriate procedures when required

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