Responsibilities


  • Provide first level customer support.
  • Log all customer queries and faults in the ticketing system.
  • Diagnose customer problem and provide technical assistance within scope of the service that we provide.
  • Do basic tests like PING, traceroutes, check client usage patterns, signal strengths, network health in diagnosing problems.
  • Escalate Network/accounting/sales related issues to relevant department.
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Update customer technical records on customer management system.
  • Provide assistance to Sonic’s field technicians.
  • Document knowledge in the form of knowledge base tech notes and articles

 

Location: Head Office Montague Gardens
Position type: Permanent

Level 1 Support Technician


Do you have excellent technical and customer service skills?  For this challenging role you will need keep customers updated with their queries while maintaining SLA requirements.

Group of happy call center employees with headset