Identifying, diagnosing and resolving customers problems affecting network performance and escalate to higher level support using time based and severity criteria.
Requirements
Deliver technical service and support to end-users through phone calls and email communications.
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
Follow standard processes and procedures;
Do initial steps with the customers to solve or determine the physical problems.
Troubleshooting with the customers the Logical cases.
Troubleshooting with the customers the static subnets issues.
Troubleshooting with the customers the basic hosting problems.
Creating trouble ticket to document the customer complaint with the troubleshooting steps done and redirect it to CTS2 team.
Following up with the customers after receiving the tickets from CTS2 team.
Determine the outage and service degradations issues based on customers’ complaints analysis and escalating that to CTS2 team.
Handling the pre-activating customers and activate their ADSL service via phone or through e-mail.
