Customer Support Engineer

Company : Netcom Africa Limited

Job Type : Full Time

Lagos, Nigeria

Number of Applicants

:

000+

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Job Description - Customer Support Engineer

Objective & Summary

Your primary responsibility will be to provide technical assistance and support to our customers, ensuring their satisfaction and
successful use of our products or services. You will serve as a bridge
between our customers and our technical teams, helping to troubleshoot
and resolve technical issues while maintaining excellent customer
relationships.

Your role will be critical in ensuring a positive
customer experience and driving customer loyalty.

Key Duties & Responsibilities

• Respond promptly and professionally to customer inquiries via
phone, email, or chat regarding internet service issues, billing
inquiries, and general support questions.

• Provide technical assistance to customers in troubleshooting and
resolving internet connectivity problems, including router
configurations, network setups, and basic hardware or software issues.

• Offer comprehensive explanations of services, pricing plans, and
features to potential and existing customers, ensuring they have a
clear understanding of our offerings.

• Accurately log customer interactions, inquiries, and resolutions
in the ticketing system to maintain a comprehensive customer support database.

• Collaborate with internal teams, such as Core Network Support,
Access Network and System support, to escalate and resolve complex
technical issues that require specialized expertise.

• Identify and escalate potential service disruptions or
network -related problems to the appropriate department for swift resolution.

• Proactively identify opportunities to improve customer
satisfaction and service efficiency, suggesting process enhancements
or product improvements when necessary.

• Stay up to date with industry trends, new technologies, and ISP
service offerings to provide informed assistance and advice to customers.

Requirements

Essential Skills / knowledge / traits

• Strong problem -solving skills and the ability to diagnose and
troubleshoot technical issues.

• Excellent communication skills, both written and verbal, with the
ability to convey technical information to non -technical audiences.

• Proficiency in using help desk software, customer support tools,
and remote support technologies.

• Familiarity with a range of operating systems, software
applications, and networking concepts.

• Patience, empathy, and a customer -centric attitude.

• Ability to work independently and collaboratively in a fast -paced environment.

• Certifications in relevant technologies or platforms may be a plus.

Experience, Education and/or Professional Qualifications

• Bachelor's degree in a relevant technical field (e.g.,
Computer Science, Engineering, Information Technology) or equivalent
practical experience.

• Proven experience in technical support, customer service, or a
related role.

Benefits

Healthcare Insurance (HMO)

Paid
Leave

Group Life Insurance

Professional Development
Reimbursement

Email address

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Customer Support Engineer

Job Description - Customer Support Engineer

Requirements

Benefits

About the Company

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