Our client, an information technology firm focused on designing and managing IT solutions seeks to employ Technical Support Executives.  

Key Responsibilities

• Troubleshooting of Internet services; WIMAX, VSAT, Point to Point
• Work with clients to resolve LAN related issues affecting optimal internet services
• Receive, process and verify the accuracy of orders from customers utilizing the organization’s internal CRM/ mainframe systems and customer purchase orders
• Responding to and acting upon reported incidents (coming to ZNL via e-mail and / or phone). This includes how these should be documented, and escalated for prompt resolution
• Ensuring proper documentation of procedures and processes for all activities in the Customer Services department. Adhering to responsibilities and workflow interfaces with other departments of the company as assigned by the Team Lead; Customer Support
• Ensuring all actions and commitments made to the customer are fulfilled and that all on-going dialogue with the customer is made pro-actively and timely
• Take ownership of customer complaints and ensuring timely resolution and feedback to customer
• Ensuring all interaction with customers gives them the confidence in the company’s resolve and ability to resolve any service issues whilst managing customer expectations
• Actively contribute to the development of a customer care strategy that aligns to the company overall strategy
• Understand company’s objectives and processes. Keeping up –to-date on the knowledge and application of the company’s product and services (this can be ensured through collaboration with Sales/Marketing, Finance and Operations departments) to achieve/enhance service delivery to customers
• Maintain effective communication between all service departments’ organization within the organization and effectively responding to customer inquiries regarding product availability, pricing, and other requirements
• Communicating all unresolved subscribers issues or experiences( i.e interruptions or deterioration of services) that require the attention / intervention of the Team Lead; Customer Support
• Ensuring availability in the Call Center and attending to all inbound and outbound calls in line with stipulated Service Level Agreements
• Work closely with the Finance department to resolve all billing related disputes ensuring that customers are well informed of subscribed payment due dates and cut-offs
• Effectively manage the Service Plan Realignment (SPR) processes in order to acquaint customers of their usage patterns and seek innovative ways of increasing customers’ experience
• Demonstrate commitment to customer retention through superior customer service. Assist in the implementation of strategies programs and initiatives towards managing customer CHURN
• Develop and implement action plans to minimize the impact of CHURN and increase customer satisfaction level. Schedule timely and proactive customer visits in conjunction with the Sales/Marketing team
• Regularly updating the customer database and managing the CRM Systems such as creating new customer accounts, sending welcome packs to customers and other related information that would positively impact the customers’ experience
• Ensuring that the Call Center is available 24/7 x 365 days and that all incoming calls to the Call Center are promptly answered in accordance with ZNL call handling procedure as communicated by the Team Lead; Customer Support
• Ensuring all customer care escalation channels are adhered to and open where necessary to ensure appropriate support contacts are in place

Skills and Knowledge

• Proficient knowledge of MS Office tools
• Attention to details
• Good interpersonal and communication skills
• Strong organisational skills
• Self-confidence and professionalism

Qualifications

• B.Sc. or HND in any field
• Minimum of 1-2 years in related field