• Providing technical support for telephony systems
• Experience in trouble shooting and configuring network related technology
• Experience of working in a client facing IT support environment
• Impeccable customer service.
• Customer-service oriented with a problem-solving attitude.
• Excellent troubleshooting and analysis skills.
• Excellent organisational and time management skills.
• Ability to give technical instructions to a non-technical audience.
• Excellent written and verbal communications skills.
Responsibilities:As Technical Support Engineer / 3rd Line Support Engineer / VOIP Engineer / Telecome Engineer, you will be responsible for:
• Ensuring the delivery of high-quality technical support with high levels of client satisfaction
• Ensuring customer service is timely and accurate
• Ensuring that customer expectations are met or exceeded
• Contributing to improving customer support by actively responding to queries and handling escalations
• Ensuring service is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements
• Triage, investigate and resolve requests, incidents and problems.