Responsibilities


  • Provide first level customer support.
  • Log all customer queries and faults in the ticketing system.
  • Diagnose customer problem and provide technical assistance within scope of the service that we provide.
  • Do basic tests like PING, traceroutes, check client usage patterns, signal strengths, network health in diagnosing problems.
  • Escalate Network/accounting/sales related issues to relevant department.
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Update customer technical records on customer management system.
  • Provide assistance to Sonic’s field technicians.
  • Document knowledge in the form of knowledge base tech notes and articles

 

Location: Head Office Montague Gardens
Position type: Permanent

Level 1 Support Technician


Do you have excellent technical and customer service skills?  For this challenging role you will need keep customers updated with their queries while maintaining SLA requirements.

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