Technician, WTTx/FTTx at Swift Networks

Remuneration

Remuneration for this role will be solely on commission of ₦6,000 per survey and ₦10,000 per installation. It is possible to achieve up to two installations in a day, which means a minimum of ₦32,000 can be earned daily.

Key Roles

• To support WTTx technician when attending to field support tickets logged for resolving customer’s complaints/Survey-Installation requests

• Ensure customer satisfaction at all levels of customer interaction.

Key Accountabilities

• Meeting quantitative and qualitative KPIs

• Taking all possible measures to timely resolve customer’s query and processing them in accordance with our established procedures and policies.

• Responsible for attending to technical queries related to VOIP, Internet and Data services on different platform such as WTTx, FTTx by using standard procedures.

• Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software as a tool to handling customer complaints.

• Ensure full compliance of all related software applications and a strong handling power to assist customers.

• Attending to all queries properly and escalating possible complaints to the concerned teams using effective tools.

• Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date with any changes to them.

• Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis.

• Giving feedback and reporting customer issues/problems to Supervisor to ensure maximum customer satisfaction and to aware management with current trends and demands.

Qualification/Requirement

• Minimum of HND certificate

• Minimum of 3 years’ experience

• Technical Support Expertise to handle customer complaints

• Work tools including laptops are required