Experienced Customer Service Engineer at Alfred and Victoria Associates

Alfred & Victoria Associates is one of Nigeria’s leading ICT solution based company. Our company offers a wide range of services which are in high demand of today’s emerging market. AVA has three major arms which have been streamlined to meet our customer's needs.

We are recruiting to fill the position below:

Job Title: Experienced Customer Service Engineer

Location: Lagos
Employment Type: Full-time

Job Purpose

• Customer service engineers offer technical support to companies who have issues with their products.
• They offer support and provide resolutions for industrial machines, copiers, software, computer networks, and other products.
• Customer service engineers often work in fast-paced environments and are generally required to be accessible evenings, weekends, and even holidays to resolve any issues that might result in downtime for clients.
• This position is a mix of office and on-site work; travel to customer sites is common to handle issues that sometimes cannot be resolved via phone.

Responsibilities

• Provide support to customer programming staff in all products and perform troubleshoot on all field inquiries.
• Monitor all assign cases for customer support and update all activities on the company tracking system.
• Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support.
• Administer all resources and ensure delivery of product fixes within a time frame.
• Manage all customer issues and if required escalate them to required departments.
• Assist all junior engineers in complex cases and evaluate products for customers.
• Provide support to all developers and evaluate customer designs and recommend procedures for optimal use of products as per guidelines.
• Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services.
• Manage requests from internal and external clients and resolve it through email and phone.
• Maintain accurate customer documents and prepare reports for all issues and resolutions.
• Oversaw all-night backups and perform routine maintenance on the server and administer all network threats and alarms.
• Provide solutions to all customers and partners and ensure effective deployment.
• Administer all contractual obligations for clients and escalate issues if required.

Requirements

• Bachelor's Degree or HND in Engineering, Computer Science or related field.
• Minimum of 3 to 5 years experience as a Customer Service Officer in a generator company.
• Minimum one year of experience in a technical customer service role.
• Additional technical support certifications will be an added advantage.

Key Skills & Competencies:

• Good spoken and written communication skills.
• Resolving client problems and relating to customers.
• Monitoring customer accounts.
• Time management, specially to meet deadlines.
• Using computer applications.
• Managing projects.
• Presenting information.
• Being self-motivated.
• Planning and multitasking.
• Taking direction.
• Interpersonal communication.
• Networking.
• Emotional intelligence.
• Attentiveness.
• Creativity and resourcefulness.
• Persuasion skills.

Application Closing Date
3pm, 26th August, 2021.