Job title : Customer Support Engineer
Job Location : Lagos
Deadline : October 04, 2024
Quick Recommended Links
Objective & Summary
Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and successful use of our products or services. You will serve as a bridge between our customers and our technical teams, helping to troubleshoot and resolve technical issues while maintaining excellent customer relationships. Your role will be critical in ensuring a positive customer experience and driving customer loyalty.
Key Duties & Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, or chat regarding internet service issues, billing inquiries, and general support questions.
- Provide technical assistance to customers in troubleshooting and resolving internet connectivity problems, including router configurations, network setups, and basic hardware or software issues.
- Offer comprehensive explanations of services, pricing plans, and features to potential and existing customers, ensuring they have a clear understanding of our offerings.
- Accurately log customer interactions, inquiries, and resolutions in the ticketing system to maintain a comprehensive customer support database.
- Collaborate with internal teams, such as Core Network Support, Access Network and System support, to escalate and resolve complex technical issues that require specialized expertise.
- Identify and escalate potential service disruptions or network-related problems to the appropriate department for swift resolution.
- Proactively identify opportunities to improve customer satisfaction and service efficiency, suggesting process enhancements or product improvements when necessary.
- Stay up to date with industry trends, new technologies, and ISP service offerings to provide informed assistance and advice to customers.
Requirements
Essential Skills / knowledge / traits
- Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
- Proficiency in using help desk software, customer support tools, and remote support technologies.
- Familiarity with a range of operating systems, software applications, and networking concepts.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and collaboratively in a fast-paced environment.
- Certifications in relevant technologies or platforms may be a plus.
Experience, Education and/or Professional Qualifications
- Bachelor’s degree in a relevant technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
- Proven experience in technical support, customer service, or a related role.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
- ICT Jobs in Nigeria jobs