Graduate Support Center Executives (Field Engineer/Business Center) at SWIFT Networks Limited

Posted on Mon 06th Oct, 2014 - hotnigerianjobs.com --- (0 comments)

Our company, Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.

SWIFT Networks Limited is recruiting to fill the position of:

Job Title: Support Center Executives (Field Engineer/Business Center)

Location: Abuja and Port Harcourt

Main Responsibilities

Provision of accurate services and information about product and services to the walk in customers
Customer education on basic trouble shooting steps to create awareness of help yourself among customers in order to minimize walk in
Suggesting and implementation of the innovative ideas to reduce customer walk in specially for technical complaints
Taking immediate and all possible measures to resolve escalated customer complaints keeping company policies in view
Ensuring that customers in walk in center are not queued up and dealt within targeted KPI
Ensuring to achieve walk in center complaint management SLA by attending 80% of the walk within 10 minutes
Execution of the team plans to achieve KPI of first contact resolution for both walk in customers and field visits
Ensuring that every customer walk in is registered in the CRM for analysis and reporting
Maintaining high standards of SLA by using customer relationship management utilities
Timely reporting of sever issues to the reporting line
Ensure that Sale Return ration is minimized by applying effective retention techniques as per company policy
Ensure that field visits are carried out as per commitment with the customers. Any unavoidable challenges holding or delaying visit shall be timely informed to the customer
Ensure that any abnormal findings on the networks/modem after field visits shall be shared with the management on weekly basis
Ensure that the assigned tickets from CRM are qualitatively closed with proper comments and findings
Ensure that inventory is managed properly and wisely considering the same as company’s property
Carry out other duties assigned by immediate supervisor

Desired Skills and Experience

A Bachelor's degree in Elect/Elect engineering, Computer engineering, Telecommunications or any other related field with cumulative grade of 2nd class upper division
1-2 years of experience in the relevant field of technical support with CCNA/CCNP or any technical certification as a plus point
Exceptional communication and interpersonal skills
Ability to have stress and time management
Role model customer care professional profile
Optimistic with supportive attitude
Detail oriented and results driven

Application Closing Date
Not Stated

How to Apply
Interested and qualified candidates should
Click here to apply online

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