Our client is seeking a proactive and customer-focused Customer Service Support(Network Support) personnel to serve as the first line of defense for all Layer 2 customers. The successful candidate will be responsible for monitoring critical platforms, troubleshooting issues, and ensuring seamless service delivery to maintain customer satisfaction and service excellence.

Key Responsibilities

• Act as the first point of contact for all Layer 2 customers, providing frontline support and guidance.
• Monitor all platforms used to manage Layer 2 services, including PRTG and the Starlink Portal, to ensure optimal performance.
• Identify anomalies within the network and take prompt action to resolve issues in record time.
• Handle all incoming calls and emails from Layer 2 clients, escalating unresolved matters to the appropriate teams.
• Communicate effectively with customers to address complaints and resolve both technical and administrative issues, ensuring a positive client experience.
• Generate and organize weekly network performance reports from monitoring platforms, delivering them to customers with details on their links and service status.
• Foster strong client relationships by maintaining high service standards and ensuring customer satisfaction.

Qualifications

• Minimum qualification of a Bsc or HND in a relevant field
• Minimum of 1 – 3 years of work experience as a customer service network support engineer.
• Prior Experience in an Internet Service Provider or ICT company
• Other relevant professional qualification in customer service may be an added advantage.