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Technical Support Agents

Salary rangeConfidential | Contract type: Permanent

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Job Summary

A telecommunications company is searching for energetic and reliable professionals to join our Call Center as Technical Support Agents. The successful candidates will be responsible for Level 2 troubleshooting and resolution of end-user issues.
Key Requirements:
  • Bachelor’s degree in Telecommunications
  • CCNA Certification
  • Experience working with Field technical teams in a typical telecom environment
  • Hands-on knowledge of Ubiquity and Cambium equipment
  • At least 2 years of experience in a telecom setting.
  • Strong customer service, communication, and problem-solving skills.

How to Apply: Apply now with your CV to email address; [email protected]stating the Job Title as the subject.

Responsibilities

  • Attend to incoming phone calls and provide support to callers experiencing issues of all kinds.
  • End to end troubleshooting by using information from customers to diagnose tech issues and walk customers through the steps needed to fix various problems.
  • Submit Service Requests if customers tech issues cannot be handled over the phone, technical support representatives schedule a repair crew to fix problems on-site.
  • Routinely check for end user problems and fixes in the solutions database, and add new information to the database when and if new problems and fixes arise.
  • Accurately keep logs of all calls answered and addressed, including dates and times.
  • Respond to Help Requests via emails and online chat requests.
  • Providing outstanding service to customers/visitors.
  • Sharing reports routinely and on time.
  • Assisting customers or callers by providing information, answering questions, and/or directing calls/inquiries as necessary.
  • Identifying and/or escalating issues for resolution.
  • Building rapport with customers by displaying an engaging, kind, and helpful attitude.
  • Completing calls or transactions in a manner that maintains quality and quantity.
  • Performing data entry into a computer system, program, or database.
  • Build sustainable relationships and engage customers by taking the extra mile
  • Meet personal/team qualitative and quantitative targets

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required languages: English (Spoken: fluent | Written: fluent)
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