Technical Customer Support

Key Responsibilities

Perform installations, troubleshooting and maintenance at customer sites for scheduled works.

Communicate with customers regarding the cause and progress of scheduled and non-scheduled service disruptions.

Assess service requests and determine whether they should be handled by the Customer Support Facility or escalated to other technical teams.

Provide timely and accurate technical guidance and support to customers, both in person and over the telephone.

Contribute to and implement procedures aimed at improving technical support services and service monitoring.

Maintain accurate site resolution and performance reports, records and statistics.

Provide daily, weekly and monthly ticket-resolution reports as required.

Respond to customer questions relating to service performance, products and availability.

Ensure and uphold company quality standards and service levels on the ground.

What We Are Looking For

The ideal candidate should have:

A strong understanding of ISP infrastructure and technical support.

Practical capability in installation, troubleshooting and maintenance.

Strong customer service and interpersonal skills.

The ability to communicate technical information clearly to customers.

Good problem-solving and troubleshooting ability.

Strong teamwork and collaboration skills.

Good reporting and record-keeping skills.

The ability to work under general supervision while taking responsibility for customer issues and resolutions.

A strong commitment to quality and service delivery.

Why Join Us?

This is an opportunity to join a technical team where you will play a direct role in keeping customers connected, resolving technical issues and improving service delivery.