Customer Support Engineer

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 networkrelated 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 problemsolving 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 nontechnical 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 customercentric attitude.

Ability to work independently and collaboratively in a fastpaced environment.

Certifications in relevant technologies or platforms may be a plus.

Experience Education and/or Professional Qualifications

Bachelors 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.

Benefits

Healthcare Insurance (HMO)

Paid Leave

Group Life Insurance

Professional Development Reimbursement

Application Closing Date

6 October 2023.

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.