Resident Engineer

Responsibilities and Duties:

• 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 numbers 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.
• 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 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 points. (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 the issue, using sophisticated tools, and 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.

Requirements:

• BS/BE in Telecom/Electronics or computer science.
• Fresh to 1 Year of work experience.
• Excellent Communication Skills.
• Network-related Certifications would be preferred.

Job Type: Full-time

Pay: Up to Rs55,000.00 per month

Work Location: In person