about the role
Provide a professional first technical point of contact for the customer
Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Provide updates as needed to the customer in order to meet performance objectives.
Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process
Perform technical escalations in line with company procedure.
Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
Liaise and refer issues to correct/relevant entities e.g. technical experts, cross-functions and other Vendors as appropriate.
Undertake any other reasonable task as assigned.
Engineering degree (B.Sc.) and up-to 1 year relevant technical experience.
Excellent customer skills as well as interpersonal and communication skills
Good time management, and organizational skills.
Ability to work under pressure and deal with multiple tasks.
Strong Network Knowledge is a must
Cisco certificate (CCNA) is a plus
Problem solving skills
Proficient in English
Ability to build relationships with peer and management levels both with clients and internally within the company
Proactive, self-motivated and determined attitude.
A determination to process tasks according to pre-defined processes is essential
Customer Services & Operations