Senior Customer Support Engineer at Netcom Africa Limited

Netcom has been Nigeria’s leading Internet Service Provider since 2004, staying ahead of the competition with cutting edge platforms in VSAT, WIMAX, Radio, and Fiber technology. Now, a pioneer in Business Transformation Solutions, we empower organizations to lead their market space by keeping pace with the rapid changes in IT innovations, ensuring relevance to specific business initiatives required to maximize revenue generation.

We are recruiting to fill the position below:

Job Title: Senior Customer Support Engineer

Location: Lagos
Industry: Telecommunications

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.

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.

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.

Benefits

• Healthcare Insurance (HMO)
• Paid Leave
• Group Life Insurance
• Hybrid work model
• Professional Development Reimbursement

Application Closing Date
Not Specified.