Technical Support Analyst at Ekovolt

Location: Yaba Ln, Lagos

Job Description

• Interface with customers via inbound or outbound calls, email, chat and social tools for resolving routine problems with service.
• Identify, troubleshoot, diagnose and clarify customer issues, and confirm understanding of requirements or problem.
• Troubleshoot customer issues related to internet broadband, modem, router etc.
• Maintains call records/logs and resolution detail utilizing case management solution, Remedy.
• Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
• Create/update help tickets to document customer interactions.
• Escalate complex support issues to higher level supervisors/manager.
• Provide information about product specifications.
• Interact with other internal departments to resolve customer issues.
• Resolve customer issues by changing channels

Qualifications

• Experience working with IP Networking and Internet services
• Experience with ticket creation, management and resolution
• Knowledge of customer support skills that include: management of problem calls, priority calls and communication to end-users
• Radio and Wireless configuration knowledge
• Configure broadband gateway routher for office use
• Minimum of HND in Information Technology, Computer Science or relevant field

Preferred Skills:

• Knowledge of RSSI, noise and interference
• Knowledge of link loss budget calculations
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.