Role Summary
The Technical Support Engineer plays a pivotal role in provid- ing first-line technical assistance to customers, resolving service-related issues, and coordinating provisioning and dispatch operations.
The position ensures efficient service restoration, excellent customer experiences, and smooth coordination between the field, operations, and support teams.
Key Responsibilities
Serve as the first point of contact for customer inquiries and technical support.
Diagnose and resolve customer issues promptly while ensuring excellent service delivery.
Log, monitor, and escalate tickets within SLA timelines. Coordinate with field teams for installations, mainte- nance, and service repairs.
Manage service provisioning, activations, and updates as per company guidelines.
Maintain detailed documentation of customer interactions and service resolutions.
Collaborate with cross-functional teams to enhance cus-tomer satisfaction and process efficiency.
Qualifications
Bachelor's degree or Diploma in Information Technology, Computer Science, or a related field.
Additional technical certifications (e.g., CCNA, CompTIA, ITIL) are an added advantage.
Minimum 1 year of experience in a technical support or customer service role.
Experience in an Internet Service Provider (ISP) environ- ment is mandatory.
Field experience in installations or troubleshooting will be an added advantage.
Proven ability to manage difficult customer interactions with professionalism and empathy.
Passionate about customer satisfaction, teamwork, and service excellence.
Core Competencies
Excellent communication and problem-solving skills. Strong attention to detail and organizational abilities. Ability to multitask and work efficiently in a fast-paced environment.
Adaptability to various shifts, weekends, and on-call duties.