Document all Incidents Orders in the Ticketing System with all the required information.
Ensure that all details required for the ticket are updated with the equipment information and details of the issue are documented in the Ticketing system.
Work with the third party vendors to ensure that the issues are fixed within the stipulated SLA and minimum downtime.
Provide accurate information to the customer about the equipment that requires break fix, what are the actions taken and what is the next action plan if the issue has not been resolved.
Monitor and respond quickly and effectively to emails, calls or group messages received from the customer, 3 rd party vendors or ISP’s.
Ensure that the escalations are routed to the correct responsible party without any delays.
Document internal procedures
Connect with the Quality team for regular feedback sessions and to work on continuous improvement plans.
Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
Report all issues that needs attention from the Ticketing system to the Team Lead.
Excellent verbal and written communication Skills
Fluent in French
Understanding customer and service providers
Good understanding of servers, switches, and network setup in DC.
Excellent knowledge in networks and connectivity
Telephone communication skills
Deal with challenging customer service situations
Developing and practicing assertiveness in customer delivery
Tools and Technologies for the Support Center
Understanding Computer Telephony Integration
Creativity and problem solving, out of the box thinking
Support processes and processes integration
Team building and knowledge sharing
Working experience on Windows platform and Microsoft suite
Practice ethics in the workplace