Posted Oct 25, 2021 19 views
Responsibilities:
1. To Troubleshoot and resolve customer problems on Multinet products and solution.
2. Maintain high customer satisfaction throughout the process from first call to complete problem resolution and provide ticket number for future reference.
3. Must be well –organized, able to work with minimum supervision and able to interact professionally with customers.
4. Must have the ability to manage customer expectations, prioritize work while multitasking.
5. Provide technical support on phone for Support/Service request. Provide phone assistance to our customers on provision of customer services.
6. Entertain the customer queries and provide direct technical support to customer base on operation, troubleshooting, installation of CPE (customer premises equipment) and other products.
7. Respond to customer (internal and external) inquiries concerning customer complaints (Support / Service) request and improves overall functionality of provided services and related CPE (vendor equipment).
8. To document and log all customer contacts/ queries into support database.
9. Prepare and deliver documentation of problem description and findings to appropriate escalation point. (Example: Log complaints highlight and escalate to concern).
10. Take ownership of and solve increasingly complex customer issues in line with support process and policy and ensuring customer satisfaction..
11. Call handling: log and qualify issues, priorities severity, identify and communicate action plan.
12. Diagnosis: analyse issue, using sophisticated tools, own knowledge and where appropriate liaise with others to identify the cause and solution for the issue
13. Solution: communicate solution to client and Multinet team and agree action plan.
14. Complain ticket assign to different departments
Requirements
BS in Telecom/Computer Science/Electronics
Job Details
Multinet Pakistan
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