Job Description
· Readily available for incoming calls, emails complaints and ensures issues are resolved in a timely and efficient manner
· Ensures all incoming calls and email complaints are documented for future references (Ticketing)
· Ensures proper follow up with customers on all reported incidences
· Ensures customers are reminded of their due date with a notice of 7 days
· Pulls a report of customers suspended on a daily basis to inform them about the suspension and ensures payment is made for reactivation.
· Network monitoring to ensure all sectors are up for uninterrupted service delivery
· Reports any outage on the network to the Operations and IT department for prompt resolution
· Notify customers of any planned or emergency maintenance that will impact the service
· Proper monitoring of the TV stations to ensure they are up at every point in time
· Follow up on customers periodically to confirm their service experience
· Cut-Off and disconnection activities
· Site visitation for customer relationship management
· Generating daily/monthly utilization reports for customers on request
· Following up with churned customers to bring them back on the network
· Following up with customers with backup link to ensure the link is available for use.
Fleet Management (Vehicle Tracking)
Requirement/Qualification
• Preferred: A B.Sc (or equivalent) in Computer Science.
Certifications
• CCNA is preferred.
• 2 – 5 years work experience.
• A previous experience in support or IT department.
Technical Skills
• Investigate and troubleshoot customer problems by analysing bandwidth graphs, packet loss.
• Basic routing & switching knowledge.
• Basic RF knowledge.
• Ability to resolve problems remotely.
General Skills
• Interpersonal relationship.
• Maintain a good communication and interaction with customers and colleagues.
• Self-learner.
• Communications skills, both verbal and written.
Qualified and Interested candidates should send CV to recruitment@zeta-web.com
