FTTH Escalations Coordinator

Role Summary: The successful candidate will serve as the central point of coordination between contractors, field technicians, customers, Internet Service Providers (ISPs), and internal stakeholders to ensure the timely resolution of service-related escalations.

The role requires strong coordination, communication, problem-solving, and reporting skills, with a focus on minimising service disruptions, maintaining service quality, and ensuring compliance with agreed Service Level Agreements (SLAs).

Responsibilities: Customer Support and Stakeholder Management

• Attend to customer queries and escalations within agreed turnaround times and SLAs.
• Communicate professionally and effectively with customers, ISPs, contractors, field technicians, and internal departments.
• Provide regular updates on repair progress and estimated time to resolution (ETR).
• Maintain a high standard of customer service throughout the escalation process.

Repair and Escalation Management

• Coordinate and schedule contractors and field technicians to ensure timely resolution of escalated repairs.
• Track and manage escalated repair tickets from initiation through to final resolution and closure.
• Identify potential risks, delays, and service delivery challenges, escalating them through the appropriate channels.
• Provide remote support to on-site teams and arrange additional technical assistance when required.
• Ensure repair activities comply with company quality standards, operational procedures, and agreed timelines.
• Monitor contractor performance and ensure adherence to SLAs.

Qualifications Required:

• Matric
• A certificate or diploma in Project Management, Telecommunications, Network Operations, or a related technical field; or
• A Certified Fibre Optic Technician qualification.

Work Experience:

• 3 - 5 years' relevant experience coordinating technical teams, contractors, or maintenance schedules within telecommunications, construction, network operations, or a related operational environment.