Consumer Technical Support Engineer

Identifying, diagnosing and resolving customers problems affecting network performance and escalate to higher level support using time based and severity criteria.

Requirements

• Deliver technical service and support to end-users through phone calls and email communications.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
• Follow standard processes and procedures;
• Do initial steps with the customers to solve or determine the physical problems.
• Troubleshooting with the customers the Logical cases.
• Troubleshooting with the customers the static subnets issues.
• Troubleshooting with the customers the basic hosting problems.
• Creating trouble ticket to document the customer complaint with the troubleshooting steps done and redirect it to CTS2 team.
• Following up with the customers after receiving the tickets from CTS2 team.
• Determine the outage and service degradations issues based on customers’ complaints analysis and escalating that to CTS2 team.
• Handling the pre-activating customers and activate their ADSL service via phone or through e-mail.