Customer Support Officer /Helpdesk Operator

Posted 2 years ago

Job Purpose:

A customer focused approach to work is essential to provide the necessary response and quality of service and meet service targets. To ensure an efficient and effective service, flexibility and a willingness to carry out a range of different functions are essential to meet business needs.

This position entails for shift rota working which will require working 8 hour shifts rotating between days, evenings and nights at the NOC on Amway islands. Applicants must therefore have a current valid driving licence and their own, reliable transport.

Job Duties:

  • As the customer’s first point of contact, to resolve technical problems, to :
    • Act as fault reception point
    • Take on ownership of problems, faults and queries
    • Manage problems and progress through to satisfactory resolution in line with defined performance targets and priorities
    • Keep accurate, complete and up-to-date fault logs (on CRM)
    • Task out faults/problems to relevant technical experts
    • Perform internal notifications/escalations
    • Keep customers informed on progress
    • Perform jeopardy management to ensure that faults are being progressed
    • Confirm satisfactory resolution of problem with customers
  • Maintain communications with colleagues to correlate tickets and other information available to help fault localisation and diagnostics
  • Answer queries and provide technical advice to the customers on the company’s products and services
  • Maintain contact points, reference numbers and relevant details to ensure records are accurate, relevant, up-to-date and
  • Schedule installation work and appointments with customers
  • Organise and provide stock to field engineers to support installations
  • Identify and pass on sales and marketing opportunities to Customer Services
  • Assist in 24/7 monitoring of the Company network elements and their performance
  • Use of operational support systems (OSS) to process and extract performance data
  • Co-ordination and arranging planned engineering works
  • Communications to customers and suppliers on outages, faults, problems, etc
  • Assist in the analysis of trouble tickets and the production of performance briefs, reports and up-to- date information on the status and performance of the network for management and customers
  • Assist in the fault reports and performance data to identify shortcomings in network, equipment and configurations; work with technical specialists to help identify problems, causes and solutions to resolve issues and improve performance, team performance, trends against targets


  • Technical qualifications in telecommunications, computer science or related subjects; minimum Network +, desirable CCNA
  • Relevant experience in an engineering, computing or equivalent IT support function
  • Total commitment to customer service; act with self-reliance as customer champion
  • Readily take on ownership of problems and issues
  • Clear, logical thinking, patience and determination to seek out and understand root causes
  • Identify and initiate appropriate corrective actions
  • A professional and businesslike telephone manner
  • Use initiative, act with self reliance, make decisions with minimum supervision
  • Clear and accurate written and verbal communications
  • Good listening and questioning skills – firm but polite
  • Producing technical and other reports and documentation
  • Maintain accurate, up-to-date records and
  • Team working within own and matrix working with other teams
  • Ability to handle multi-tasking and progress a number of different issues simultaneously
  • Exhibit positive thinking, enthusiasm and motivate self and others to deliver optimum performance
  • Identify learning opportunities for self and others in NOC
  • Readily share skills and knowledge with colleagues
  • Commitment to quality and continuous improvement
  • proficiency and competence in PC operation
  • Use of Microsoft Office components
  • Operating systems such as CRM
  • Customer care
  • Communications skills. A good working knowledge in written and spoken English is essential

Job Features

Job CategoryInformation Technology
Job TypeContract
Job ID1031

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