Junior / Trainee Voip/Siptechnical Analyst (Fresh Graduate)
OneWood, Pakistan
Job Description
The Role
OneWood are hiring for a Junior / Trainee Technical Analyst / Support Agent (VoIP/SIP)who can be a fresh graduate to join their existing team of engineers. This team support London and Manchester based support team from their Lahore office. The role involves providing technical support to our customers in the following areas: VoIP telephony, broadband, fibre, leased line and other data services. The role of the 1st Line Support Agent is to deliver fantastic customer service by providing a professional, efficient and accurate service for all enquiries, faults and service requests. 1st Line Technical Analysts will be responsible for providing a first time fix to customers where achievable and escalating accordingly where not.
The role offer excellent growth opportunity to a fresh graduate. We will provide training upon joining and excellent rewards in benefits and salary.
Key Duties:
Primary contact for all inbound customer telephone calls and email traffic
Manage faults and requests, in line with relevant third party processes, on behalf of the customer
1st time fix rate/closed first contact achieved in line with service level targets and KPI’s
Provide regular, proactive and timely communication/progress updates to internal and external customers
Own and be fully accountable for all 1st line/incidents/faults/service requests through to final resolution and satisfactory conclusion.
Retain a current knowledge of network products/services as well as manufacturer hardware and support
Responsible for accurate logging and processing of ALL incidents/faults/service requests, within all systems - internal and external
Ensure customer records within CRM are regularly and accurately updated providing a full audit trail of all incidents/faults and service requests.
Job Specification
Graduate in telecom, electrical, computer science, networking or related degrees
No experience is required
Excellent spoken English
Good writing and communication skills
Good customer service skills
Interest in VOIP telephony, broadband support, fibre/leased lines services
Have an understanding of IP Networks, basic routing and how they are used to deliver broadband services
An understanding of ADSL, Fibre, home networking and associated broadband technologies
An understanding of Broadband Networking (Copper/Fibre) and Voice (IPBX/VOIP)
Experience of working with Linux Operating Systems and Basic Troubleshooting on network connectivity issues.
LAMP experienced desirable
Experience and understanding of wired and wireless technologies