Engineer: Consumer Support at Vox Telecom

Market related - Market related

• To provide Technical support to Vox Telecom customers.

Job description includes, but not limited to : -

• To identify, prioritize and resolve incidents or requests of service requests received from customers in need of resolution to their problems.
• To monitor, track and coordinate all Technical Department functions including tickets, calls, complaints and mail queries from customers and or other staff.
• To contribute to problem resolution by giving in-person, hands-on, support to the Managers to enable the 1st call resolution for customers
• To support the other team engineers of the Technical Department in order to have them give the best possible resolutions to the customer problems to have 1st call resolution
• To ensure incidents and service requests are managed effectively to the company’s policies and procedures to agree upon Technical standard, timeline and first call resolution
• To ensure the level of incidents are being continually driven down while increasing a positive customer experience according to the customer survey process by following the correct procedures and getting resolution to the customers problems the first time around.

Minimum requirement

• Grade 12
• A+
• N+ or equivalent Technical Support Level 4
• MCSE or equivalent Systems Support Level 5
• Alcatel ACFE
• Aruba Wireless
• Cisco CCNA
• 1 Year exposure to desktop support / technical support
• 1 Year administration of servers / LAN / network
• 1 Years’ experience in customer-facing role

Knowledge And Skills

• Knowledge of networks and technologies
• Knowledge of conducting research into a wide range of computing issues.
• Strong technical documentation and technical procedural skills
• Customer relationship management skills