Job Summary:
Provides support to external customer's, on a variety of issues and products. Identifies, researches, and resolves problems. Responds to telephone calls, email and Case Management problem tickets initiated by customers via the self service web portal. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions, per-established guidelines and the knowledge base to perform the function of the job. Works under general supervision of the Team Lead
Major duties & responsibilities:
- Provides support to customers with a high degree of customer service, quality and technical expertise. Works diligently and efficiently to take calls from the queue to maintain an average time to answer within SLA (service level agreement). Collects debugging information as needed. Escalates issues outside of the scope of L1 to the L2 team
- Researches, resolves and responds to customer issues received via telephone, e-mail and web portal in accordance with current standards. Clearly documents technical issues within support incidents. Evaluates issues and resolutions for contribution to the Technical Support Knowledge base
- Provides timely follow-up to user questions according to established SLA's
- Acquires and maintains knowledge of existing and new products and services in order to provide accurate and efficient customer support
- Communicates issue status to customers in accordance with defined SLA's
General Requirements:
- Associate Degree in computer science or equivalent
- Minimum 1-2 years technical support experience
- Excellent verbal and written communication skills as well as interpersonal skills with the ability to clearly communicate issues and problem resolutions to maintain excellent working relationships with customers and partners
- Customer focused and team oriented
- Able to follow documented issue resolution procedures
- Knowledge of overall telecom network, AAA and protocols like Radius, Diameter etc
- General understanding of working within the internet environment
- General understanding of client server networking software
- Previous experience with Customer Relationship Management Systems
- Must have a passion for troubleshooting client problems and satisfying customer needs
- Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
- Able to proactively and independently resolve issues, yet also function well within a team
You are invited to send your application with a comprehensive resume, details key responsibilities and achievements as well as details of present and expected salary, contact telephone number together with digital photograph to:
hrd@sisindokom.com
0 comments: