Engineer - Level 1 FTTH Support - Vox at Vox Telecom

The Role – Keep Our customers on Track!

• As a Technical Support Engineer, you will be at the heart of Vox’s customer service operations.
• You’ll provide timely, accurate, and effective technical support while maintaining strong client relationships and ensuring high levels of customer satisfaction. Your technical expertise will help deliver the exceptional service experience that Vox customers know and trust.
• Stay Connected. Together.

What You’ll Be Doing:

• Assisting customers with FTTH (Fibre to the Home) technical queries and service requests
• Providing first-line technical support via phone, email, or ticketing systems
• Diagnosing and troubleshooting fibre connectivity issues
• Maintaining accurate records of customer interactions and resolutions
• Ensuring all customer issues are resolved efficiently and professionally
• Following up with customers to ensure issue resolution and satisfaction
• Adhering to company processes and service standards
• Staying up to date with product knowledge, technical skills, and support procedures

Who You Are:

• Excellent communication skills – both verbal and written
• Professional telephone etiquette – assertive yet diplomatic
• Highly organized with strong attention to detail
• Flexible and willing to travel when required
• Strong problem-solving abilities
• Effective time-management and prioritization skills
• Able to perform well under pressure and handle stress
• Computer literate and comfortable working with various systems
• Self-motivated with the ability to self-study and learn independently
• Capable of multitasking in a fast-paced environment
• Positive attitude with a commitment to delivering "service with a smile"