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6 days ago

Job Summary

We are looking to hire a suitable candidate responsible for providing technical support to Broadband Internet Clients.

  • Minimum Qualification : HND
  • Experience Level : Mid level
  • Experience Length : 1 year

Job Description/Requirements

Responsibilities:

  • Provide technical support service via phone, email, and other channels as required to clients.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Ensure proper follow-up and closure of all pending tickets.
  • Interact with customers to provide and process information in response to complaints and inquiries.
  • Escalate cases to another unit and follow up on the case. Ensuring incidents are documented in a professional manner using the available Customer Relationship Management (CRM).


Personal Responsibilities

  • Report to the Head of Department.
  • Respond to client complaints in a proper and professional manner.
  • Should maintain a high level of personal responsibility.
  • Abide and apply the rules and regulations of the department and the company as a whole.
  • Responsible for achieving any assignment given by the Manager.
  • Keeping up to date with departmental and company notification via emails, notice board and other mediums.


Academic / Education Qualifications

  • HND / B.Sc. (or equivalent) in Computer Science.


Certifications:

  • CCNA preferred.
  • MCP preferred.


Experience:

  • 1 - 4 years work experience.
  • Previous experience in support or IT department.


Technical Skills:

  • Investigate and troubleshoot customer problems by analyzing bandwidth graphs, packet loss.
  • Basic routing & switching knowledge.
  • Basic RF knowledge.
  • Ability to resolve problems remotely.


General Skills:

  • Interpersonal relationship.
  • Maintain good communication and interaction with customers and colleagues.
  • Self-learner.
  • Communications skills, both verbal and written.


Language Qualifications:

  • Good verbal and writing skills in English are mandatory.

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