Engineer: Level 3 Connectivity Support

To adhere to all Vox policies, processes and procedures created by Exco to ensure the ultimate customer service experience.To identify, prioritize, and resolve incidents or service requests received from customers in need of resolution to their problems.To monitor, track, and coordinate all Connectivity Support functions including tickets, calls, complaints, and mail queries from customers (including Advanced SLA) and/or Level 1 and Level 2 Support engineers.To contribute to problem resolution by providing in-person, hands-on support to the Managers to enable first call resolution for customers.To support other team engineers of the Connectivity Support Desk to provide the best possible resolutions to customer problems for first call resolution.To ensure incidents and service requests are managed effectively according to the company's policies and procedures to meet agreed-upon technical standards, timelines, and first call resolution.To ensure consistent performance to internal KPIs targets of 80% or to exceed performance.To continually drive down the level of incidents while increasing positive customer experience according to the customer survey process by following the correct procedures and achieving resolution to customer problems the first time.
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