Skills & Tools:
• Ability to learn quickly.
• Must be able to follow instructions from senior colleagues and management.
• Excellent communication skills.
• Effectively manage time to work on multiple assignments.
Job Description:
Duties & Responsibilities:
• Diagnose and troubleshoot technical issues within agreed time limits
• Take assistance from senior colleagues for customer issues reported
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate teams
• To understand customer requirements and build a relationship of trust as an Apollo representative
• Resolve and assist customer technical teams remotely to help clear technical issues
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged.
• Follow up with clients to ensure their systems are fully functional after troubleshooting.
• Document technical knowledge in the form of notes and manuals
• Customer management and satisfaction
• Any other task assigned by ApolloTelecom.