Customer Service Engineer at MacTay Consulting

Reports to: Manager, Quality Assurance and Service Level Management

Job Description

• Act as direct point of contact for all regional escalations.
• Follows up on all escalated incidences and ensures closures.
• Interface with Customer Support Partner, Account Partners, and Managed Service Vendors to ensure all escalations are closed in timely manner.
• Works directly with Regional Coordinators to provide synergy in the region
• Co-ordinating meetings with all relevant stakeholders
• Maintaining databases
• Preparation of reports & presentations.
• Identify, escalates and follows through on all recurring escalations to ensure proper closure
• Over sees the activities of the MSV within the region

Requirements/Qualifications

• At least 3 years’ experience with large or blue chip company - essential
• Computer Literate (Strong MS Word, Strong MS Excel, Microsoft Outlook and Advanced Power Point), Database experience.
• At least 3 years’ experience interfacing with customer.
• Knowledge of MTN enterprise transmission last mile equipment especially PMP

Skills and Competencies:

• Excellent Interpersonal skills
• Excellent written, verbal and presentation skills
• Excellent organizational and follow up skills
• Competent in problem solving, team building, planning and decision making
• Computer Skill - Microsoft word, Excel, Power and performance tools.
• Excellent time management skills
• Process orientated
• High level of attention to detail