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Local role you must be eligible to work in Haiti, please attach your resume in French and English.
After nine years of operation, Digicel Group Limited has 10.8 million customers across its 32 markets in the Caribbean, Central America and the Pacific. With revenues of US$2.2 billion, the company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the title sponsor of the Digicel Caribbean Championships and the Copa de Naciones Digicel. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti and Papua New Guinea which focus on educational, cultural and social development programmes.
In 2004, Digicel developed Digicel Rising Stars – an annual talent show to support aspiring young music artists in the Caribbean. The show has spanned the Eastern Caribbean, Haiti, Jamaica and Trinidad & Tobago ranking as one of the top-rated shows.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Honduras, Jamaica, Martinique, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean and has recently acquired a license in French Polynesia.

Primary objective of the job:

Technical Support Executive addresses all post-paid customer concerns regarding the technical aspects, product information , activations , handset configurations, SIM replacement , general problems , billing queries, trainings etc. In some cases he caters to internal clients, providing information and hands on support for employees with technology and product concerns.

Main Duties and Responsibilities:

• Provide on-site , remote and phone support to post paid customers
• Install, configure and upgrade hardware ,operating system software and application software etc
• Pro actively anticipate, pre-empt , diagnose and solve hardware , software and general complaints from customers
• Maintain records for all technical and customer support request. Maintain customer contact history/database
• Hold prompt communication with customers during the process
• Provide training to customers on the use of systems and applications
• Attract potential customers by answering product and service questions; suggesting information about other products and services
• Provide support services to internal customers including sales personals. Receive, categorize and analyze queries from sales personals
• Work closely with the rest of the team providing mutual support by training, coaching and sharing knowledge of best practices
• Responsible for testing of new products & handsets
• Develop phone tips for products
• Be aware of direct competitor activity, products and servicing channels
• Be accountable for self-development (Using support of NOC wherever necessary)
• Provide summary and detailed reports to Management & other departments such as Marketing, Technical, IT and revenue Assurance etc which highlight areas of concern resulting from customer queries
• Recommends potential products or services to management by collecting customer information and analyzing customer needs
• Perform other duties as assigned by immediate supervisor or others in hierarchy

• Bachelor degree, preferably in Business or technology related field
• Experience in technical/customer support management

• Knowledge of the local market and the telecommunications
• Knowledge of customer service and GSM language
• Skills in data entry, use of troubleshooting and systems inspection software to properly diagnose the root cause of technical issues
• Proficient in use of technology and related products such as Intranet, E-mail, E1 (Voice & Data), USB, Fixed Wireless Terminals, Car Track, Telemetry, BIS, BES, Call Hunting, Bulk SMS, Internet service/ Broadband / Wimax, PBX etc
Functional Skills:

• Customer Service, Telecom Product Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking
• Pro active attitude in anticipating, pre-empting, finding and solving problems. Computer literate (Excel Spreadsheets and Microsoft Word & Power Point)
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer support related communications.
• Experience with hardware and software issues of telecom products
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Exhibit adaptability and flexibility
Internal/External contacts:

External:
• Dealer and Distribution Partners
• Corporate customers

Internal:
• CCC department
• Billing/Charging department
• IT department
• Technical department
• Finance department

In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.

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