Job Details
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Job Description
Main Responsibilities:
- Monitor the enterprise customer’s connections and immediately respond to alerts and events received.
- Contacting customer upon noticing it down, checking the status with him and updating customer is required.
- Escalating the case to concerned department with detailed report about the failure.
- Document all troubleshooting and actions.
- Keeping the customer informed with any emergency, accidental as well as planned outages.
- Non-technical inbound team for enterprise customer’s communication.
- To undertake any other reasonable task as assigned
Job Requirements
Essential Qualifications and Experience
- Excellent command of English language
- Interpersonal organization
- Dedication, sense of ownership
- Ability to work in teams
- Customer service experience
- Excellent oral and written communications skills
- Must be team oriented
- Systems support experience is preferred
- Art of troubleshooting, identify and solve problems in a timely manner
- Good knowledge in networking specially Cisco products (Routers, switches), CCNA International
Desirable Qualifications and Experience:
- CCNA Certified
- BSc in Engineering or computer science is a plus
- Demonstrated verbal communication & Technical skills and ability to convey information clearly and effectively.
- Ability to effectively handle multiple tasks in a fast paced environment.
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
- Very good communication skills.
- Very good negotiation skills.
- Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
- Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
- Team player.
- Ability to meet tight deadlines