Technical Customer Support

• Our Client is looking for a candidate who will combine technical expertise with strong customer service skills, with a good understanding of ISP infrastructure, corporate integrated ICT systems and customer needs.
• The role will be responsible for ensuring that customer service requests are handled efficiently, including installations, troubleshooting and maintenance, while providing timely and accurate technical support to customers.

Key Responsibilities

• Perform installations, troubleshooting and maintenance at customer sites for scheduled works.
• Communicate with customers regarding the cause and progress of scheduled and non-scheduled service disruptions.
• Assess service requests and determine whether they should be handled by the Customer Support Facility or escalated to other technical teams.
• Provide timely and accurate technical guidance and support to customers, both in person and over the telephone.
• Contribute to and implement procedures aimed at improving technical support services and service monitoring.
• Maintain accurate site resolution and performance reports, records and statistics.
• Provide daily, weekly and monthly ticket-resolution reports as required.
• Respond to customer questions relating to service performance, products and availability.
• Ensure and uphold company quality standards and service levels on the ground.

What We Are Looking For

The ideal candidate should have:

• A strong understanding of ISP infrastructure and technical support.
• Practical capability in installation, troubleshooting and maintenance.
• Strong customer service and interpersonal skills.
• The ability to communicate technical information clearly to customers.
• Good problem-solving and troubleshooting ability.
• Strong teamwork and collaboration skills.
• Good reporting and record-keeping skills.
• The ability to work under general supervision while taking responsibility for customer issues and resolutions.
• A strong commitment to quality and service delivery.

Why Join Us?

This is an opportunity to join a technical team where you will play a direct role in keeping customers connected, resolving technical issues and improving service delivery.