Network Support Engineer
Employer: Exetel Communications (Pvt) Ltd
Industry: IT Support and Networking
Location: Sri Lanka
The Position:
Due to rapid growth Exetel is looking to recruit Level 1 – Network Support Engineers to start as soon as possible, to support our customers as part of our broader group operations with Superloop.As a Level 1 Network Support Engineer, you’ll have the ability to work in a collaborative and engaging environment with one goal, make a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience.Exetel’s Colombo office is in CBD Business Center, Colombo 1. You will be required to work a 9-hour roster shift, with the earliest shift starting at 3 a.m. for 5 days a week (including weekends).
About Us:
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop everyday for their connectivity needs.Visit www.superloop.com to learn more.
What will you do?
The ideal candidate should be capable of providing quality service and information regarding our internet services, products and troubleshoot internet issues. This is a mid-volume call center position.
Troubleshoot internet/ voice service issues and a basic knowledge in telecommunication technologies such as FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, Mobile 3G/4G LTE, home wireless broadband, ADSL, PSTN, VoIP.
Collaborate with our Products, Operations, and Quality teams to troubleshoot problems, improve processes, and ensure customer satisfaction.
Communicate with customers through inbound calls, outbound calls, chat, and email channels.
Assist new clients with their internet set-up; make suggestions as an industry expert and give an overall great first impression.
Use the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information.
Handle customer calls in a courteous, empathetic, and business-like fashion.
Document customer needs, questions, interactions and suggestions for recording call/email notes in the appropriate CRM, tools or tracking systems.
Attend regularly scheduled video conferences for team.
Attend regular 1:1 coaching session with your supervisor to ensure you regularly meet key performance indicators, emphasis will be placed on NPS (Net promoter Score) and ASA (Average Speed of Answer).
Comply with telecom regulatory and compliance issues in Australia when providing end user assistance.
Perform additional duties as required by management.
Here’s what you’ll need:
Outstanding business communication skills in English (oral, written) including the ability to use accurate grammar, spelling, punctuations, summarize and communicate technical requirements and solutions to non-technical stakeholders.
Live web-chat support experience
Empathetic, has patience, courtesy, and pays attention to detail.
Learns quickly and is tech-savvy
Delivers exceptional service day in and day out with fast response times and clear, helpful communication
Create “WOW” factor in all interactions and identify customer needs successfully
Qualifications and Experience:
Basic knowledge on computer networking such as basic networking theories, concepts and troubleshooting are a prerequisite.
Computer network related degree and/or MSc.
City & Guilds – Certificate in Electrical and Electronics Technology (IVQ Level 2) or Diploma in Electrical and Electronic Engineering (IVQ Level 3).
Edexcel BTEC HND in Telecommunication Engineering will be an added advantage.
Computer networking related diploma or a certification from a reputed institute will be an added advantage.
Minimum 1+ years of customer care experience, live web-chat support or experience in a similar role
Remunerations:
Remuneration will be based on experience and qualifications but will be no less than Rs. 90,000.
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