Technical Support Analyst at Ekovolt

Ekovolt is an enterprise technology services company empowering businesses online by providing affordable and reliable connectivity, together with local cloud and work productivity solutions.

We are recruiting to fill the position below:

Job Position: Technical Support Analyst
Job Location: Yaba, Lagos
Job Type: Full-time

Job Description

• Interface with customers via inbound or outbound calls, email, chat and social tools for resolving routine problems with service.
• Identify, troubleshoot, diagnose and clarify customer issues, and confirm understanding of requirements or problem.
• Troubleshoot customer issues related to internet broadband, modem, router etc.
• Maintains call records/logs and resolution detail utilizing case management solution, Remedy.
• Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
• Create/update help tickets to document customer interactions.
• Escalate complex support issues to higher level supervisors/manager.
• Provide information about product specifications.
• Interact with other internal departments to resolve customer issues.
• Resolve customer issues by changing channels

Qualifications

• Experience working with IP Networking and Internet services
• Experience with ticket creation, management and resolution
• Knowledge of customer support skills that include: management of problem calls, priority calls and communication to end-users
• Radio and Wireless configuration knowledge
• Configure broadband gateway routher for office use
• Minimum of HND in Information Technology, Computer Science or relevant field

Preferred Skills:

• Knowledge of RSSI, noise and interference
• Knowledge of link loss budget calculations
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.