Mark Lamont Email & Phone Number

Largs, Gb

Edinburgh, Scotland, United Kingdom

United Kingdom

Responsible and accountable for the investigation, validation and resolution of faults impacting corporate, MVNO and VIP customers escalated either directly from customer facing units, service management, implementation teams or via the normal incident management route. Accountable for ensuring effective management of the interface with the customer during investigation of issues and providing support either directly to the customer or as part of a virtual support team within the business. Providing specific support to the account management community upon request on both a technical and consultative basis. Accountable for providing field support for the investigation and validation of service and handset performance as directed by specialist support areas and service management. Where appropriate acting as technical authority inputting in to service investigations.Responsible and accountable for driving continuous improvement to services ensuring problem management engagement is triggered where appropriate (post incident closure, customer feedback, trend analysis). Acting as customer champion ensure that the findings and actions will address or reduce likelihood of further occurrences challenging information and decisions where appropriate.Accountable for providing advice to customers around use of mobile solution/s, highlighting, where appropriate potential development opportunities to account and service management teamsResponsible for assisting in the development of proactive service monitoring and applications and tools used of the investigation and validation of service performance as seen by the customer. Accountable for completion of coverage investigations and the production of customer friendly reports covering findings and recommendations for the most cost effective, timely solution for resolution of the problem.

To provide incident management support to EE, T-Mobile UK & Orange UK Corporate & Small Business customer base.Managing escalations and driving faults to resolution in line with company SLA's and best practice.To deliver a best in-class customer support proposition that delivers on Brand Values.

To Provide 3rd line Corporate technical support to corporate customer’s IT Helpdesks for T-Mobile products.To Provide 3rd line technical support to consumer customers where the escalation path routes to a 3rd party manufacturer.To own and drive the direction of the team and all supported products.To deliver a best in-class technical customer support proposition that delivers on Brand Values helping T-Mobile to become the most highly regarded service company.

To Provide 1st line Corporate technical support to corporate customer’s IT Helpdesks for T-Mobile products.To Provide 2nd line technical support to consumer customers where the escalation path routes to a 3rd party manufacturer.To deliver a best in-class technical customer support proposition that sets T-Mobile ahead of its competitors.

Greenock