Fiber x Company Job title : JR. Technical Support Engineer / FTTH Work Location : Baghdad Working Hours: Evening Shift
Responsibilities:- Monitoring Network and Devices by Monitoring System and make sure it working correctly and forward problem to other department
- Troubleshooting the problem and Track it and solve it and forward tickets for other department. - Provide rapid response to queries from customers pertaining services/offers questions.- Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution.- Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.- Assisting our customers with various technical issues that range in complexity.- Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.- Ability to provide appropriate level of instructions to clients with limited technical knowledge.- Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair.- Take ownership of customer issues reported and see problems through to resolution.- Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams.- Provide prompt and accurate feedback to customers providing updates on the progress of the case.- Ensure proper recording and closure of all tickets.- Ensure that each case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.- Contribute findings to a common knowledge base and keep it up to date.- Gain subject matter expertise in company products and services.- On a rotation basis, handle on-call support out of office hours.- Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to- Consistently strive to increase customer satisfaction score through timely resolution of complaints.- Ensure reduction in the number of repeat calls by customers.- Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.- Tracking customer interactions, and meeting company standards in customer relations.- highly focused on customer service.- Handle Outgoing Campaigns through Voice Targeting End User
Requirement:- Bachelor’s Degree in computer science or Communications Engineering or any related filed- CCNA or Mikrotek - Knowledge about Fiber Optic Structure- Good English Reading and Writing- Fresh graduate.
Interested candidates kindly send your CV to [اضغط هنا لمشاهدة البريد اﻹلكتروني]