Technical Support Agent

Description:

• The Technical Support Agents provide friendly and efficient first-line support, as well as core advanced customer support through troubleshooting and timely first-call resolution.
• Support relates to customer internet connectivity issues (WAN and customer side), emails, routers, network-related queries about various hardware (a wireless router or access point), and occasionally VOIP (Voice over IP).
• Technical Support Agent provides support both in person and via various communication channels (including telephone, WhatsApp, Webchat, distant-desktop, route this, and e-mail) using ticketing and, route this and e-mail).
• Calls that cannot be resolved are escalated appropriately. First Line Customer Support:
  • Provide first-call resolution support to customers through various communication channels, including telephone, WhatsApp, web chat, email, distant desktop, and route.
  • Provide support to walk-in clients as needed, ensuring their issues are addressed promptly and effectively.
  • Manage incoming calls by directing them to the appropriate departments, recording details accurately, and relaying clear messages as needed.
  • Record support requests in the ticketing system.
  • Aim to resolve issues permanently during the first call and within the same day, maintaining regular follow-ups with customers.
  • Providing updates at least hourly or daily as necessary.
  • Consistently monitor Microsoft Teams and WhatsApp for messages. Troubleshooting, Problem-Solving and Monitoring:
    • Collect information through analytical troubleshooting and problem research to identify the nature of faults, including determining whether the issue is on the customer side or related to WAN.
    • Make use of troubleshooting tools such as tracers, ping, bandwidth test, and Route This.
    • Monitoring of Network using Dude and Zabbix.
    • Escalation of calls promptly to the appropriate person or team, Team Captain, or relevant technical teams (NOC, RF, Fibre, or Field Ops).
    • Identify trends with incoming calls, issues, and support requests, and escalate them to the Team Captain or Team Leader immediately. Customer Support Excellence:
      • Provide efficient first-call resolution across various communication channels.
      • Address technical issues promptly, ensuring updates and follow-ups as necessary. Technical Problem-Solving:
        • Troubleshoot customer-side and internal network faults effectively using diagnostic tools.
        • Escalate unresolved issues to the appropriate teams, ensuring seamless service continuity. Team Collaboration and Knowledge Sharing:
          • Support team operations by managing ticket backlogs