Client support Assistance team at an Engineering Company - Myrtle Management Consultants Limited in Lekki Phase 1, Lagos

Role summary

Our customer is looking for a initiative-driven and service-oriented Client support Assist(Network operations support) staff to act as the first line of defense for all Layer 2 clients. The successful applicant will be in charge of supervising critical channels, diagnosing issues concerns, and making sure smooth service dispatch to preserve client fulfillment and service improvement.

Primary duties

• Serve as the first point of reach out for all Layer 2 clients, offering frontline assist and direction.
• Track all channels used to oversee Layer 2 solutions, which includes PRTG and the Starlink Portal, to guarantee most effective effectiveness.
• Recognize anomalies inside the network and take prompt action to settle concerns in document time.
• Manage all incoming calls and emails from Layer 2 customers, escalating unresolved matters to the suitable teams.
• Convey productively with clients to respond to feedback and settle both technical and managerial concerns, making sure a positive customer expertise.
• Produce and arrange on a weekly basis network effectiveness documentation from supervising channels, supplying them to clients with description on their links and service status.
• Promote robust customer connections by preserving high service guidelines and making sure client fulfillment.

Credentials

• At least certification of a Bachelor's degree or Higher national diploma in a applicable field
• At least 1 – 3 years of work expertise as a client support network operations support engineer.
• Prior Expertise in an Internet Service Supplier or ICT organisation
• Other applicable professional certification in client support may be a desirable asset.