Job Description

Requirements:
Minimum Qualifications:

• Degree in IT
• CCNA and ITIL is an advantage.

Other Requirements

• Must be willing to work weekend shifts monthly.
• Must be willing to work flexible shifts.
• Must be willing to work night shift.
• Must have own transport.

Responsibilities:
Customer Communication

• Deal with Customers, either telephonically or via email, in a courteous, efficient, and prompt manner.
• Priortise Customer Centricity and utulie empathy in all communications.
• All emails to be written in appropriate business
• Ensure "active" listening at all times when dealing with Customers.

Incident Logging

• Capture detailed, accurate information of the incident, either telephonically or via email

Incident Handling

• Adhere to Standard Operating Procedures
• Follow up on all assigned tickets and ensure Customers are updated hourly
• Escalate outstanding incidents to suppliers or senior engineers for resolution
• Adhere to daily standards regarding the closing of tickets

Trouble shooting

• Diagnose the problem, identify the root cause and resolve the issue as quickly as possible

Teamwork

• Work with collegues to achieve overall team goals
• Highlight problems and work with team to find solutions
• Take personal ownership of problems with full accountability

Key Stakeholder Relationships
Internal

• Sales, Projects, Ops, Quality Assurance, Carrier Relations

External

• Suppliers, Customers

Competency:
Knowledge

• Knowledge of networks in the telecommunications industry (Cisco WANs / LAN)
• Knowledge of customer service principles
• Knowledge of effective customer engagement

Skills

• Strong written and verbal communication skills in English
• Understanding of network design
• Analytical thinker
• Customer Centricity

Behavioral

• Customer Responsiveness
• Results driven.
• Problem solving
• Attention to detail
• Stress tolerance
• Resilience
• Proactivity
• Resilience

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