Device Support Advisor

At epic we are driven by autonomy, efficiency, and innovation, as we believe that these elements pave the way to epic craft! We empower our employees to work on things that they are passionate about. With us you will be given great benefits and working conditions. At epic you will not just be joining, you will be adding!

We pride ourselves on delivering Great Network for Great Value to our customers and we do so through focusing on the customer, collaborating as one team in driving the implementation of Best-in-Class Device Support for the Company’s customers, build knowledge across the several channels on devices (which may be offered to customers, support customers and channel executives).

Key Activities / Decision Areas:

  • Liaise with line manager to maintain the Company as the industry leader in terms of communication device (smartphones, tablets and all other electronic devices used by customers for leisure and work) support.
  • Engage key stakeholders (e.g. Terminals section) to ensure that customers are adequately supported by channels, device range and availability is satisfactory, processes are reviewed to ensure that Customer Experience (CXP) provided is superior to market average
  • Meet customers at their or the Company’s premises to facilitate or implement issue resolution. Promotion of self-care tools where available. Assist channel executives and account managers as required with customer-related issues. This includes raising of Trouble Tickets and following such to resolution
  • Supporting customers at the Device Support Centre manning relative service desks
  • Assist top-end customers (as identified) with direct support (i.e. Specialist engaging customer)
  • Support established information hub for the Commercial organisation. This includes FAQs, news relating to new devices, results of testing of new devices, SW update news and general relevant news
  • Organise training sessions for channel executives to have an interactive forum to learn and experience first-hand device novelties
  • Specialist is to keep him/herself constantly updated with device-related knowledge and will liaise with line manager should any assistance be required in this field (e.g. update courses, physical access to specific devices etc)
  • Apart from guaranteeing an excellent CXP the Specialist will suggest to the line manager ideas relating to exploiting new device-related opportunities to generate novel revenue streams. Same applies in engaging other internal stakeholders to guide about opportunities

Competency / Performance Drivers:

  • Customer obsessed
  • Proactive and driven
  • Sound interpersonal skills
  • Yearn to learn
  • Curious
  • Positive

Technical / Professional Expertise:

  • Technical Experience in communication devices
  • PC Literate – MS Excel, Word and Power Point
  • Excellent interpersonal skills
  • Be a team player, have excellent interpersonal/communication skills and the ability to converse with people at all levels
  • Ability to focus and achieve objectives, and have excellent time management skills
  • Excellent written communication and presentation skills
  • Fluent in spoken and written English and Maltese languages

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