Responsibilities
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve Internet network and telephone device issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track network issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, via phone, email, until they’ve solved a reported issue
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate solutions
• Ensure all issues are properly logged on to the ticketing system.
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their Telephone systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
Requirements
Benefits