To listen and respond to customers' inquiries on the telephone
To update records in systems and platforms (tickets)
To meet established performance targets, which include customer service, productivity and quality standards
To keep account information confidential and protect it from unauthorized use
To provide technical support via phone, e-mail, identify the root cause (issue) of a case and assist the customers to implement a timely and effective solution
Provide Tier 1 Support for distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.
Ability to escalate the case at the right time
Perform review of cases and provide quality feedback
Ability to work on weekends (either being staffed or through on call methods)
Participate in team meetings, make updates and / changes to current process documentation based on these meetings.
Support the organization on identifying, establishing processes for continuous improvements.
To follow up on the customer's issue with outstanding customer service.
Desired Skills & Experience :
A minimum of 3+ year of proven experience working in the networking technical support space.
Technical expertise in resolving Layer 2 / 3 IP issues.
Layer 2 Protocols : ARP and DHCP
Skills in successfully implementing, manage, and troubleshoot Microsoft Windows and Unix based operating Systems.
English proficiency (80% or above).
Proactive and Assertive.
Ability to multitask during high pressured situations.
Ability to communicate, both in writing and orally, in a business environment.
Demonstrated operational discipline and thoroughness in most / all aspects of his / her work e.g., status reporting, documentation, following process and procedure.
Excellent time management.
Excellent Customer service skills.
11th grade completed. (Bachillerato)
Cisco CCNA 5 modules completed (CCNA certified desired) v6
Advanced systems engineer.
Ability to function in a team environment.
Proven knowledge of routers, firewalls, switches, and IP sub-netting and networks in general.
Proven knowledge of MikroTik routers (MTCNA desired)
Proven knowledge of Wireless devices (UBNT)
rotating workday, one day of rest per week.