Offre fiable

Technical Support Engineer

Hoop Telecoms

Lagos, Nigeria CDI

Publiée il y a 1 mois · Expire dans 3 semaines

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Description du poste

We are looking for a qualified candidate to fill this position. Key Responsibilities:
  • Receive calls for all customer complains.
  • Carry out first level troubleshooting to resolve customer issues remotely.
  • Open, assign, update, and close tickets for all customer issues reported.
  • Escalate unresolved technical issues to the Service Planning & Optimization unit.
  • Follow up on every open ticket that is assigned other units.
  • Ensure issues are resolved and tickets closed within 48 hours.
  • Manage all customer communication channels and ensure they are always active.
  • Notify customers of any pre-planned network activity.
  • Notify all affected customers of downtimes caused by service failures.
  • Call customers to confirm their issues have been resolved before closing tickets.
  • Monitor all POPs and enterprise customer last mile links.
  • Ensure new enterprise links are added to monitoring tools.
  • Maintain a database of all enterprise customer PRTG login details and ensure it is always up to date.
  • Ensure new enterprise customer PRTG details are created.
  • Generate monthly availability report for all enterprise customers.
  • Maintain a complete database for all customers and ensure it is always up to date.
  • Other duties assigned by unit head.
Requirements:
  • Interested candidates should possess relevant qualifications with years of work experience.

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