Job Overview
We require candidates that play a crucial role in providing technical assistance and support to our clients regarding network-related issues. You will be responsible for monitoring, troubleshooting, diagnosing, and resolving network problems to ensure our clients' systems operate efficiently. The majority of your workload consists of preparing and submitting quotes within SLA, with the aim to resolve swiftly.
Duties & Responsibilities
Duties would include, but not limited to:
- Provide first-line technical support to clients via phone, email, or WhatsApp regarding network-related issues.
- Troubleshoot and diagnose network problems, including connectivity issues, configuration errors, and performance concerns.
- Escalate complex issues to Level 2 support or appropriate internal teams for further investigation and resolution.
- Create and action all support interactions, including details of the issue and the resolution, in the ticketing system.
- Collaborate with other support agents and teams to ensure timely and effective problem resolution.
- Assist in the development and maintenance of support documentation and knowledge base articles.
- Prioritize quote requests, approval with clients, and ensure next steps are followed as per Incident Management process until resolved.
- Provide assistance to accounts to reconcile account queries that relate to SSC.
- Conduct surveys weekly on client feedback of services.
Desired Experience & Qualification
- Senior Certificate or equivalent.
- Proficient in Excel.
- A technical related certificate/qualification (i.e., A+, N+, etc.).
- CCNA is advantageous.
- A minimum of 1 year's experience in an Internet Service Provider support center environment.
- Excellent computer literacy with the ability to learn new programs quickly.
- An understanding of Internet technology and networking fundamentals.
- An understanding of network implementations, operations, security, and troubleshooting.
- Knowledge of basic network protocols and installation, configuration, and support of routers.
- Must have own transport as the position involves shift work.
Key Knowledge
- Technical experience.
- Proficient in office packages.
- Social responsibility within the company.
Personal Attributes
- Must have a vibrant and friendly personality at all times.
- Must have the ability to create the ultimate customer experience by delivering optimal customer service.
- Able to communicate fluently and effectively (written and verbal).
- Must be flexible and able to work shifts.
- Excellent analytical and problem-solving ability.
- Pay attention to detail, be deadline driven, and passionate about customer service excellence.
- Must be able to use initiative and have a strong sense of integrity.
- Must be able to function well under pressure and maintain a positive attitude.
- Have the ability to work within a team, but also independently.
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