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  • Posted: Mar 13, 2018
    Deadline: Apr 12, 2018
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    Trefoil Networks is a full-service data communications, e-Solutions and video services provider. Trefoil Networks specializes in Satellite, Internet, Wireless, Fibre , Web and Network Access solutions for individuals, institutions, organizations, governments, businesses, enterprise, Telecom Operators, Media, entertainment Industries and residential home ...
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    Customer Support Officer

    Description:

    Responsibilities:

    • Create an effective and dynamic customer service back up for all solutions, products and services, liaising with relevant personal.
    • To follow up on all support and maintenance agreements with different clients and customers.
    • To create, develop and maintain an effective Company wide Customer Support Policy Documentation, with a view to ensuring a world class customer support system.
    • To ensure that ALL new customers are given “Welcome Packs” with all relevant details and information regarding the purchased products and services and necessary support procedures, channels and details.
    • In Charge of all Customer RMA requests from Channel partners, Resellers, end users and the like, with a view to resolving the issues therein.
    • Provides 2nd  level troubleshooting and repair via technical phone support to Resellers & End Users,
    • To ensure that offline and online knowledgebase of FAQs, support materials, documentation, are maintained and periodically updated with easy access to ALL technical staff and end users as may be necessary.
    • Manages the company's Support email box, ensuring that all support requests are attended to in line with the inbuilt policies and all trouble tickets on queue properly resolved and timely too.
    • Ensure that all  office support phone lines  in each region are active, working and without encumberances.
    • Ensure that online Chat interfaces are  online with a support staff on duty and to maintain a duty roaster as may be needed.

    Reports To:

    • Network Operations Manager - Directly
    • General Managers  - Indirectly

    Liases With:

    NOC Technical Sub heads

    Reports:

    • Service Level Agreements (SLAs)
    • Customer Support Logs
    • Ticket Resolution Reports
    • Return Materials Authorisation (RMA)

    Method of Application

    Interested and qualified candidates should apply using the Apply Now button below.

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