Customer Support Engineer

Engagement Type: Support.

Description: The candidate will be providing technical support, administration and user education for all Partners and Customers of the client.

Minimum Years Experience: 1 Year.

5 Key Skills Required:

– Basic understanding of networking.
– Analytical and enjoys troubleshooting.
– Possess excellent interpersonal, written, and oral skills.
– Ability to work within a team environment with good communication skills.
– Able to multitask, prioritise and work within tight time scales.

5 Areas of Responsibility:

– Take all inbound customer queries from telephone, Chat and the CRM system.
– All calls to be dealt with in accordance with SLA’s and appropriate first call resolution or escalation paths.
– Respond to and update customers in a timely manner, keeping them informed of status of their case.
– Ensure all customer details are correct and interactions are properly detailed within CRM.
– Basic troubleshooting of Hosted PBX, Mobile, and third party network issues remotely.

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