Engineer - Fixed Customer Support

Qualifications

• Bachelor’s degree in engineering, computer science, electronics, IT, Telecommunications or any related technical field.
  
• CCNP, CCIP, CCVP, HCNA, CWNA will have added advantage or equivalent certification.
  
• At least 2 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
  
• Familiarity and experience with FTTH, GPON & wireless access technologies will have an added advantage.
  
• Capability to demonstrate ways to automate repetitive tasks will have an added advantage
  
• Proven customer service/support skills with internal and external customers
  

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
  
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
  
• Accept and resolve escalations from 1st line support, partners and any other stakeholders and deal with customers issues raised on email/phone.
  
• Customer focused with a professional outward attitude.
  
• Troubleshoot, follow up, analyze and resolve FTTx network issues by closely coordinating with the relevant stakeholders and report on support performance.
  
• Support FTTx customers on in-house troubleshooting and offer alternative solutions in line with emerging technologies.
  
• Engage with business team & partners on the ground to understand the challenges with customer services & deployed networks and close the gaps either working with one's own team or cross-functional verticals.
  
• Strategize in coordination with different stakeholders to bring down the customer complaint ratios/demand consistently.
  
• Ensure compliance with all current customer processes and procedures in all operations.
  
• Be able to communicate effectively and professionally with internal and external customers.
  
• Perform daily Fixed partner performance tracking and reporting.
  
• Continuously review and recommend customer solutions to maximize service availability
  
• Anticipate potential problems and proactively give suggestions to partners/internal teams in areas like process adherence, technology upgrades/optimization, better service delivery and automation.