Fiber Customer Success Specialist (Vendor)

• To act as the single point of contact between CR and Fiber for all issue intake and status updates.

• To triage, prioritize, and log issues accurately in the ticketing system, ensuring complete and consistent data.

• To assign tickets to the appropriate technical teams and track progress through to resolution.

• To coordinate cross-functional troubleshooting, facilitating huddles/war rooms when needed.

• To monitor SLA clocks, send reminders, and escalate risks or breaches proactively.

• To communicate timely, clear updates to stakeholders and customers on status, ETAs, and next steps.

• To validate fixes in collaboration with requestors and close tickets with proper resolution notes.

• To analyze incident trends, perform/root-cause analysis (RCA), and recommend preventive actions.

• To maintain dashboards and reports on KPIs (e.g., SLA compliance, backlog, aging, repeat issues).

• To document playbooks, runbooks, and knowledge base articles to improve first-time-right resolution.

• To support change/release planning by flagging downstream impacts and aligning on rollback plans.

• To facilitate regular service reviews with CR and Fiber leads and drive follow-up actions to closure.

• To ensure compliance with security, data privacy, and audit requirements across all workflows.

• To continuously improve processes by capturing lessons learned and implementing agreed enhancements.
 
Education

• Bachelor’s degree in Commerce (Marketing/Communication) or related fields

Experience

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising others

• Experience working in a medium to large organization