Support Engineer at Cobranet Limited

Job Description

• Provide technical support service via phone, email, and other channels as required to clients.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper follow up and closure of all pending tickets.
• Interact with customers to provide and process information in response to complaints and inquiries.
• Escalate cases to another unit to and follow up on the case.,
• Ensuring incidents are documented in a professional manner using the available Customer Relationship Management (CRM)

Personal Responsibilities

• Report to the Head of Department.
• Respond to client complains in a proper and professional manner
• Should maintain a high level of personal responsibility.
• Abide and apply the rules and regulations of the department and the company as a whole.
• Responsible for achieving any assignment given by the Manager.
• Keeping up to date with departmental and company notification via Emails, notice board and other mediums

Technical Skills:

• Investigate and troubleshoot customer problems by analyzing bandwidth graphs, packet loss.
• Basic routing & switching knowledge.
• Basic RF knowledge.
• Ability to resolve problems remotely

General Skills:

• Interpersonal relationship.
• Maintain a good communication and interaction with customers and colleagues.
• Self-learner.
• Communications skills, both verbal and written.

Academic / Education Qualifications

• Preferred B.Sc (or equivalent) in Computer Science.

Certifications:

• CCNA is preferred.
• MCP is preferred.

Experience:

• A previous experience in support or IT department.

Language Qualifications:

• Good verbal and writing skills in English are mandatory.