Technical and Order Delivery Support (WFO)

Job Description

Technical Support Task:

• Answer incoming calls from clients, create support tickets, and meticulously record fault details in the system.
• Promptly respond to both new and existing support tickets and Resolve network and communication problems accurately.
• Conduct remote configuration and troubleshooting of customers routers and internal networking systems to ensure uninterrupted internet connectivity.
• Remotely configure, troubleshoot, and make adjustments to customers Unified Communications Services or Telephone Systems.
• Perform remote diagnostics on customer mobile services through our system to identify and resolve technical issues efficiently.
• Maintain clear and professional communication with clients, effectively managing their expectations while actively resolving their issues.
• Collaborate with partners, vendors, and third party providers as needed to address client concerns.
• Proactively monitor and sustain client environments to prevent potential issues.
• Participate in all products, operations, support, process, and administration-related training sessions, ensuring continuous compliance with policies and regulations.

Order Delivery Task:

• Reach out to customers to confirm order details and review installation checklists. Work closely with the provisioning team to ensure accurate order processing.
• Vigilantly oversee customer orders from initiation to completion, consistently upholding a high level of customer service throughout the entire order delivery process.

Qualifications And Requirements

• 2-3 years experience in remote support, providing end-user assistance to clients.
• Exhibit strong problem-solving skills with a genuine passion for technology.
• Demonstrate effective communication abilities, particularly over the phone.
• Have a keen eye for detail in assessing and completing tasks.
• Effectively handle business inquiries with a consultative approach.
• Show proactive initiative and a results-oriented mindset.
• Demonstrate proficiency in computer skills and a capacity to adapt to and master new applications and systems.
• Possess essential knowledge of the Internet, Networking, SIP Telephony, Unified Communications Services, and Telephone Systems.