Job Description

Sheer Logic Management Consultants is seeking to engage dynamic individuals for Customer Support Engineer position for one of our clients.

Responsibilities:

• Provides 1st level of troubleshooting and remote technical support to provide First Call Resolution to customer issues reported through the call center.


• Create tickets promptly, categorize accurately, update promptly and if unable to provide FCR, assign to Tier II.


• Ensure that all customer tickets are acknowledged and responded to promptly to meet the initial response SLA.


• Ensure that all tickets are assigned the correct priority and SLA target based on the nature of the fault or request.


• Manage and updates customer tickets with the relevant information for both the customers and internal record.


• Respond to customer enquiries promptly or channel the request to the relevant department and follow through to ensure that the issue is addressed.


• Manage the ticket flow to ensure that all tickets raised are handled and resolved within SLA.


• Constantly update the customers on fault resolution progress as may be required through the most appropriate communication channels.


• Ensures timely communication to all customers on all network changes as detailed in the change management tickets raised for both planned and emergency maintenance/changes.


• Proactive monitoring of services to ensure communication is done on both general and specific faults to the affected customers.


• Perform outbound communication activities e.g payment reminders and other technical projects as may be required.


• Do timely follow-ups with internal teams for fault resolution updates and populate these updates on the customer tickets.


• Prepares scheduled and ad-hoc reports that may be required from the contact center from both internal and external customers.


• Maintain and update Customer Contacts Database with the latest contact details.


• Manage and updates customer tickets with the relevant information for both the customers and internal record.


• Identifying faults that have taken more than 3 hours to be resolved and might breach SLA and alert the Tier 1 & 2 SOC Manager to follow up.


• Identifying faults where updates are not shared promptly and notifying the Tier 1 & 2 SOC Manager


• Manage escalations both internally and externally during times of major fault.


• Provide accurate and timely reports to Liquid Telecom customers or management.

Qualifications Required

• Bachelor’s Degree in Computer Science, Telecommunications or Electrical and Electronic Engineering


• Certifications in IP networking such as CCNA, CCNP, Junos


• Microsoft, Amazon or any cloud-based/Cybersecurity certifications

Experience

• At least 6 months of working experience in the Telecommunication industry dealing with customer and service-related issues.


• At least 6 months experience in resolving Layer 1-3 issues across a variety of equipment vendors for the various technologies

Skills

• Excellent interpersonal and communication skills both written and verbal.


• In-depth understanding of technological trends and solutions related to the Liquid Telecom product portfolio.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Ability to troubleshoot and resolve network connectivity problems.


• Excellent Customer Service Skills and Good interpersonal skills.


• Excellent understanding of Routing and Switching protocols


• Ability to effectively prioritize and execute tasks in a high-pressure

How to Apply:

Kindly send your CV to recruitment@sheerlogicltd.com by 25th March 2021 clearly marking – “Customer Support Engineer”

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