Value Add Services Support Specialist (Third Party Payroll)

Role Overview

The VAS (Value Add Services) Support Specialist is responsible for providing operational, technical, and customer support for all value-added services offered. This role ensures smooth service performance, handles issue resolution, and collaborates with internal teams, vendors, and customers to maintain high service quality and user satisfaction.

Roles and Responsibilities

Service Support & Monitoring

• Monitor performance and uptime of VAS platforms (e.g. content subscriptions, insurance/protection plans, payment services, extended warranty).
• Identify service disruptions, perform first-level troubleshooting, and escalate to the appropriate technical or vendor teams.
• Track incident resolution to ensure adherence to SLAs.

Customer Interaction & Issue Resolution

• Respond to escalations from customer care teams related to VAS issues (activation failures, billing disputes, feature access problems).
• Provide clear explanations and step-by-step resolutions to users and front-line agents.
• Ensure complaints are logged, tracked, and closed with root cause documentation.

Reporting & Documentation

• Prepare weekly/monthly service performance and incident reports.
• Maintain updated SOPs, troubleshooting guides, and FAQs for customer care and sales teams.
• Document known issues and workarounds in a knowledge base.

Training & Knowledge Sharing

• Train customer care teams and retail staff on new VAS offerings, common issues and resolution steps.
• Share market/competitor insights to enhance product positioning and adoption.

Preferred candidate profile

• Education

  : Bachelors degree in telecommunications, computer science, IT, electronics, or any other related field.

• Experience

  : 1-3 years in telecom/mobile services support, ideally in VAS operations or customer support.

• Tools

  : MS Excel/Power BI for reporting, basic SQL (advantageous).

• Soft Skills

  : Strong problem-solving, communication, and multitasking skills; customer-oriented mindset.