The Back Office Technician is responsible for investigating and providing technical solutions to call center inquiries. He/she will act as liaison with the Network Operations Center to escalate tickets beyond Call Center capabilities. Reporting to the Back Office Supervisor, the technician will document all inquiries brought to his/her attention and the associated solution. The Back Office Supervisor will take this report and update processes and procedures within the call center to limit the requirement to escalate in the future. He/she meets with other units/sections to gather information to document problems, build files, analyse the problems and update policies and procedures to address similar problems in the future. He/she also meets subscribers/customers to gather feedback, bring solutions, and assist customers supporting overall customer care.
Roles and Responsibilities
Education and Experience
Job Requirements and Qualifications