Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels of communication.
• Able to perform remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network.
• Determine the best solution based on the issue and details provided by customers.
• Follow-up and update customer status and information on a timely manner as per standard guidelines by the company.
• Work closely with internal teams and departments to resolve all customer related complaints and outages. Direct unresolved issues to the next level of support personnel
• Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report.
• Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI are met.
• Able to deliver exceptional performance and take up additional assignment and tasks related to the operations department as part of the company’s continuous efforts for service improvement