Description:
Responsibilities:
Create an effective and dynamic customer service back up for all solutions, products and services, liaising with relevant personal.
To follow up on all support and maintenance agreements with different clients and customers.
To create, develop and maintain an effective Company wide Customer Support Policy Documentation, with a view to ensuring a world class customer support system.
To ensure that ALL new customers are given “Welcome Packs” with all relevant details and information regarding the purchased products and services and necessary support procedures, channels and details.
In Charge of all Customer RMA requests from Channel partners, Resellers, end users and the like, with a view to resolving the issues therein.
Provides 2nd level troubleshooting and repair via technical phone support to Resellers & End Users,
To ensure that offline and online knowledgebase of FAQs, support materials, documentation, are maintained and periodically updated with easy access to ALL technical staff and end users as may be necessary.
Manages the company’s Support email box, ensuring that all support requests are attended to in line with the inbuilt policies and all trouble tickets on queue properly resolved and timely too.
Ensure that all office support phone lines in each region are active, working and without encumberances.
Ensure that online Chat interfaces are online with a support staff on duty and to maintain a duty roaster as may be needed.
Reports To:
Network Operations Manager – Directly
General Managers – Indirectly
Liases With:
NOC Technical Sub heads
Reports:
Service Level Agreements (SLAs)
Customer Support Logs
Ticket Resolution Reports
Return Materials Authorisation (RMA)
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