GSAC Engineer

Individual will be responsible for:

• To troubleshoot and resolve customer problems on Multinet /EG products and solutions.
• Maintain high customer satisfaction throughout the process from the first call to complete problem resolution and provide ticket the number for future reference.
• Must be well–organized, able to work with minimum supervision, and able to interact professionally with customers.
• Must have the ability to manage customer expectations, and prioritize work while multitasking.
• Entertain the customer queries and provides direct technical support to the customer base on the operation, troubleshooting, installation of CPE (customer premises equipment) and other products.
• Respond to customer (internal and external) inquiries concerning customer complaints (Support / Service) request and improves the overall functionality of provided services and related CPE (vendor equipment).
• To document and log all customer contacts/ queries into the support database.
• Prepare and deliver documentation of problem description and findings to the appropriate escalation point. (Example: Log complaints highlight and escalate to concern).
• Take ownership of and solve increasingly complex customer issues in line with support process and policy and ensure customer satisfaction.
• Call handling: log and qualify issues, prioritize severity, identify and communicate action plan.
• Diagnosis: analyze issue, using sophisticated tools, own knowledge and where appropriate liaise with others to identify the cause and solution for the issue.
• Communicate the solution to the client and Multinet team and agree on an action plan.
• Technical degree B.E/B.S in Telecom/Electronics/Computer Science.
• 1 year of experience and sound knowledge of the telecom industry and data services.
• Strong communication Skills

Job Type: Full-time

Pay: Up to Rs50,000.00 per month

Work Location: In person