Network Support Engineer
About the role
The Network Support Engineer at Superloop is responsible for handling enquiries and order processing, providing technical support and information regarding internet services, and troubleshooting internet issues. The role involves performing service qualification checks, responding to sales enquiries, processing sales orders, and assisting customers with internet setup. The position requires collaboration with various teams to resolve issues and improve processes, as well as communicating with customers via calls, chat, and email. Candidates should have strong communication skills, experience in live web-chat support, and a background in IT or networking. Superloop offers a supportive and inclusive work environment with various employee benefits and opportunities for professional development.
Must have
- Outstanding business communication skills in English (oral, written) including the ability to use accurate grammar, spelling, punctuations, summarize and communicate technical requirements and solutions to non-technical stakeholders.
- Live web-chat support experience
- Delivers exceptional service day in and day out with fast response times and clear, helpful communication.
- Create "WOW" factor in all interactions and identify customer needs successfully
- Degree in IT/ Sales/ Computer Networking; City & Guilds - Certificate in Electrical and Electronics Technology (IVQ Level 2) or Diploma in Electrical and Electronic Engineering (IVQ Level 3).
- Basic knowledge on computer networking such as basic networking theories, concepts and troubleshooting are a prerequisite.
- Minimum 1+ years of customer care experience, live web-chat support or experience in a similar role.
- Solid personal experience with personal selling and a flair for sales.
- Patience, courtesy and the ability to paying attention to ultimate detail.
- Ability to work for extended periods of time.
Nice to have
- Edexcel BTEC HND in Telecommunication Engineering will be an added advantage.
- Experience in a Telco/ISP environment will be a distinct advantage.
Technologies
- CRM
- VoIP
Highlights
The role offers flexible work arrangements (3 days in the office, 2 days from home once confirmed), quarterly awards, milestone gifts, referral bonuses, regular team events, and leadership development programs. Superloop is an equal opportunity employer and encourages applicants from diverse backgrounds.
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