Customer Support Engineer needed at Netcom Africa

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.