Technical Support Engineer at Zeta-Web Nigeria Limited

Job Description

• Readily available for incoming calls, emails complaints and ensures issues are resolved in a timely and efficient manner
• Ensures all incoming calls and email complaints are documented for future references (Ticketing)
• Ensures proper follow up with customers on all reported incidences
• Ensures customers are reminded of their due date with a notice of 7 days
• Pulls a report of customers suspended on a daily basis to inform them about the suspension and ensures payment is made for reactivation.
• Network monitoring to ensure all sectors are up for uninterrupted service delivery
• Reports any outage on the network to the Operations and IT department for prompt resolution
• Notify customers of any planned or emergency maintenance that will impact the service
• Proper monitoring of the TV stations to ensure they are up at every point in time
• Follow up on customers periodically to confirm their service experience
• Cut-Off and disconnection activities
• Site visitation for customer relationship management
• Generating daily/monthly utilization reports for customers on request
• Following up with churned customers to bring them back on the network
• Following up with customers with backup link to ensure the link is available for use.
•  Fleet Management (Vehicle Tracking)

Requirement/Qualification

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

Certifications

• CCNA is preferred.
• 2 – 5 years work experience.
• A previous experience in support or IT department.

Technical Skills

• Investigate and troubleshoot customer problems by analysing 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.
• Qualified and Interested candidates should send CV to recruitment@zeta-web.com