Job Description

We are looking for remote support engineers to join our team supporting clients on Networking and Security Technology.Provision of remote support to our existing customers through email, telephone, and use of remote state of the art support tools.The ideal candidate for this role is a motivated self-starter, who embraces challenges and enjoys learning independently, and is one who possesses excellent customer service, and technical problem-solving skills.ResponsibilitiesAsk customers targeted questions to quickly understand root cause of their issue. Call screening and logging through CRM software.
Effectively communicate with end-users of varying technical capability and role via various channels (phone, email, Chat etc.) to identify/resolve technical issues.
If the first customer support level is unsuccessful, ticket management, and transferring call will be pushed to second level remote support team.
Be available for incoming calls and pull work from an incoming queue.
taking incoming calls and pulling work from an incoming queue.
May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Build knowledge base to reduce reliance over time on other internal resources.
Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support.
Accurately document and update tickets in the tracking systems. Ability to maintain a personal queue of open requests.
Maintain communication with the customers on the status of all open tickets. All responses should be professional, complete, well formatted, and consistent with prior communications and Corporate Identity.
Future outbound activities as follow up possible (updates, surveys)
Properly escalate unresolved issues to appropriate technology teams
Provide necessary information/observations/logs - all required to support next level or developer for diagnose a reported/escalated problem Good sense of end-user satisfaction
Ability to describe incident and requests as part of a ticket treatment
Ability to create and update operational procedures and proposal of decision trees
(issues resolution, requests, and administration procedures.Perform other tasks as assigned by manager
The jobs demand to work in shifts (Monday through Friday).
excellent customer relations skills and the ability to make timely and effective decisions are a plus
Work occasional on weekends and holidays
Skills: Excellent language skills in speaking and written at least in English. Other languages are welcome Customer service oriented Experience to support various technical issues on Computer Network & IT Security operation queries. Experienced in use of CRM and Ticketing System preferred. Should have worked on various remote support tools, e.g. Webex, TeamViewers, anydesk etc. Demonstrated ability to analyze, diagnose, and repair complex equipment problems remotely in a minimum amount of time Ability to communicate effectively in a professional and friendly manner with both internal and external customers The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry A flexible attitude to working hours which are sometimes influenced by factors such as the need to complete the job or the availability of the client A very high standard of personal presentation.Must be willing to travel up to 20%Job Type: Full-timeSalary: Up to ?15,000.00 per monthSchedule:

• Day shift

• total work: 1 year (Required)