وظيفة شاغرة

Technical Support Engineer

EarthLink Telecommunications

 

This Job is responsible for managing technical customer requests routed from the call center ensuring impartial investigation of all customer complaints and ensuring ticket is followed up and feedback is provided to the customer on timely basis meeting SLAs of the company.

  • Provide rapid response to queries from customers pertaining to technical/ configuration questions
  • Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution
  • Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution
  • Assisting our customers with various technical issues that range in complexity
  • Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues
  • Use efficient analytical skills, access our internal database and teamwork to develop technical solutions related to technical issues
  • Ability to provide appropriate level of instructions to clients with limited technical knowledge
  • Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair
  • Take ownership of customer issues reported and see problems through to resolution
  • Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers providing updates on the progress of the case
  • Ensure proper recording and closure of all tickets
  • Prepare accurate and timely reports
  • Liaise with NOC teams to resolve customer issues
  • Ensure that each support case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs
  • Contribute findings to a common knowledge base and keep it up to date
  • Gain subject matter expertise in company products and services
  • On a rotation basis, handle on-call support out of office hours
  • Identify inefficiencies in the current processes and make recommendations to improve the same
  • Solve any incident in devices (hang-up, high CPU/memory, misconfiguration), services or connectivity (loss in fiber, loss in wireless link) this includes permanent solutions or workaround solutions
  • Utilize knowledge of networking, hardware, and software to diagnose, qualify, and resolve tickets
  • Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to reduce operational costs

Requirements

  • Bachelor of /Telecom/Electrical Engineering
  • Certification: CCNA, MTCNA
  • Good Command of English and Arabic- Written and Spoken
  • Microsoft Office (MS Word, MS Excel, PowerPoint).

to apply :

https://www.linkedin.com/jobs/view/3590333649

 

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