Customer Support Engineer at Psyntech Limited

Job Description

• Provide operational and technical support to internal and external customers
• Analyse a wide variety of issues, determine needed actions, and follow through to resolution.
• Provide 1st or 2nd level problem resolution.
• Take all possible measures to timely resolve customer's query and process them in accordance with company procedures and policies.
• Interact with customers to provide information in response to inquiries about products or services.
• Respond to technical queries related to VOIP, Internet and Data services on different platform such as WiMAX and Wifi by using standard procedures.
• Capture detailed and accurate information about issues, concerns and enhancements.
• Suggest alternatives and possibilities to resolve customers' complaints on priority basis
• Simulate or recreate user issues to resolve operating difficulties.
• Log all queries properly and escalate possible complaints to the concerned teams using effective tools.
• Give feedback and report customer issues/problems to supervisors to ensure maximum customer satisfaction and inform management about current trends and demands.

Candidate Profile

Qualification:

• Must not be more than 27 years
• A minimum of second class upper (2.1) in Electrical/Electronic Engineering, Telecommunication, Computer Engineering or any related course from a reputable University.
• A valid NYSC discharge or exemption certificate
• CCNA, CCMP, CTNS, CIPTS, M plus or similar certification is required
• Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Desktop Support Technician (MCDST) or related certification

Relevant Experience:

• 1-2 years relevant work experience.
• 1st - 2nd level IT knowledge.

Skills:

• Excellent Technical Support Expertise
• Excellent Customer support skills
• Good Customer service orientation
• Good System knowledge.
• Excellent analytical skills
• Excellent communications (written and oral)
• Good Knowledge of Microsoft Office applications