Online Technical Support Engineer

To Troubleshoot and resolve customer problems on Multinet products and solutions.

 Maintain high customer satisfaction throughout the process from the first call to complete problem resolution and provide ticket 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, prioritize work while multitasking.

 Provide technical support on phone for Support/Service requests. Provide phone assistance to our customers on the provision of customer services.

 Entertain the customer queries and provide 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 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 ensuring customer satisfaction.

 Call handling: log and qualify issues, priorities severity, identify and communicate action plan.

 Diagnosis: analyze the issue, using sophisticated tools, own knowledge, and where appropriate liaise with others to identify the cause and solution for the issue

 Solution: communicate the solution to the client and Multinet team and agree on an action plan.

 Complain ticket assign to different departments.

Requirements:

 Technical Degree B.E/B.S in Telecom/Electronics/Computer Science

 Ability to work under pressure in a fast pace work environment.

 Ability to solve issues and maintain positive relationships with clients and teams.

 Ability to effectively manage time, establishes priorities and handles multiple tasks.

 Ability to get along with others, be punctual, and follow instructions.

 Ability to follow company policies and procedures.

Job Types: Full-time, Fresher

Pay: From Rs55,000.00 per month

Work Location: In person