Job Description
Coordinate, deliver on goals and targets within turnaround time and maintain and improve SLA
Be the first point of contact for client support ( Client services, troubleshooting and administration)
Research and identify solutions to network outages & faults.
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track client downtime issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Senior Network Engineers)
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their links are fully functional after troubleshooting
Provide daily, weekly & monthly reports on all outages & faults.
Skills
Good knowledge of ISP business
Exposure in offering support in an ISP environment.
Experience in a Huawei Network Environment.
Required Qualification
CCNA a must
One year experience in in a busy Internet Service Provider.
Demonstrated experience working in a call center or client support environment.
Must be available immediately
