Summary:
As a technical support engineer will be responsible for managing technical customer requests routed from the call center ensuring impartial investigation of all customer complaints and ensuring ticket is followed up and feedback is provided to the customer on a timely basis meeting SLAs of the company.
Responsibilities
- 1- Troubleshoot and resolve customer issues related to internet connectivity, network equipment, and related devices.
- 2- Respond to customer inquiries and provide technical support through phone, email, and chat.
- 3- Perform network diagnostics, including testing and analysis of network equipment, to identify and resolve network issues.
- 4- Document all customer interactions, including details of issues and solutions provided, in the company's customer relationship management (CRM) system.
- 5- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- 6- Collaborate with other teams, including sales and network engineering, to resolve customer issues and improve the customer experience.
- 7- Organize ideas and communicate oral messages appropriate to listeners and situations.
- 8- Follow up and make scheduled callbacks to customers where necessary.
- 9- Stay current with system information, changes, and updates to ensure continuous improvement in technical skills and knowledge.
- 10- Prepare accurate and required reports to the manager.
Requirements & Qualifications:
- - Bachelor's degree in Computer Science, Information Technology, or a related field
- - 2-3 Years of Experience in the Technical Support or related field.
- - Experience with network diagnostic tools
- - Ability to provide step-by-step technical help, both written and verbal
- - Strong analytical and problem-solving skills.
- - Ability to work independently and as part of a team.
- - Familiarity with networking concepts and protocols, such as TCP/IP, DNS, DHCP, VPN, and firewalls.
- - CCNA or other relevant network certification.
- - Experience with VOIP and IPTV technologies.
- - Knowledge of Linux/Unix operating systems.
- - Experience with ticketing and CRM systems.
- - Familiarity with scripting languages.