Tech Strategic Customer Support Lead

Job Description

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

To act as high touch technical expert for top strategic enterprise customers to enhance all complicated problems MTTR & to maintain customer satisfaction through understanding their technical solutions & expectations to enhance their NPS.

To ensure smooth relation with top enterprise customer technical teams by operating their products in way that is satisfying the necessary operational and quality requirements.

Role Purpose

• Act as focal technical point for top enterprise customers for 24 hours (on-call basis). Meet technical SPOCs for customers and build relationship with them. Lead all their incidents. Understand all their solutions for current and digest & anticipate their needs and recommend with VBU a tailored solution.
• Specifies and applies appropriate analytical techniques & deep assessment from operational point of view on the solutions they receive from Vodafone to create information which supports business decision-making.
• Drive, maintain and improve all customer services KPIs received from Vodafone, enabling the identification of performance deviation versus targets and define corrective actions plan.
• Owns, investigate, and manages all customer incidents & manage resolution in a clear differentiated customer experience. Adding proactive monitoring approaches for better customer experience.
• Owns, investigate, and manages all customer incidents & manage resolution in a clear differentiated customer experience. Adding proactive monitoring approaches for better customer experience.

Qualifications & Competencies

• 6-10 years of experience in IP Networks technologies.
• Superior Leadership skills.
• Effective communication & influencing skills.
• Excellent analytical & decision-making skills.
• High Interpersonal and organizational skills

Must have technical / professional qualifications:

• BSc of Engineering in Telecommunications or Computer science.
• Advanced knowledge of IP network technologies.
• Advanced knowledge of Fixed enterprise solutions (Connectivity , Messaging, IoT ,…etc)

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.