Technical Support Agent

We harness ISP technology in a way that delivers both speed and reliability – consistently. As an Internet Services Provider licensed by ITPC MOC (Ministry of Communication) that has operated since 2009 we’ve built up a reputation that today, proudly proceeds us – boasting a growing client base of businesses whose existence relies upon the service that we provide

Responsibilities

Provide rapid response to queries from customers pertaining to technical/ configuration questions.; Use efficient analytical skills, access our internal database and teamwork to develop technical solutions related to technical issues.; Provide prompt and accurate feedback to customers providing updates on the progress of the case.; Ensure proper recording and closure of all tickets.; Prepare accurate and timely reports.; Liaise with NOC teams to resolve customer issues.; Ensure that each support case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.

Requirements

B.Sc. in (Network Engineering, Software Engineering, Telecommunications Engineering); Excellent in English (reading and writing); Good command of Microsoft Office (Excel, Word, PowerPoint, and Outlook) Excellent communications skills; Excellent problem-solving skills