NGOIE ****** ******
Since May 2011: IT Helpdesk Agent at GLOBAL BROADBAND SOLUTION LUBUMBASHI :
– Maintenance and troubleshooting computers; –
– Technical Support: Receive customer’s complaints and resolve them by phone and by email,
– Plan technical interventions, ticket management and updating customer information in the database with the MERCATOR software.
– Processing of resulting issue tickets.
– Escalating issues to second line support.
– Respond to customers inquiries
– Research required information using available resources
– Handle and resolve customers complaints
– Provide customers with product and service information
– Enter customer information, process orders, forms and applications
– Identify and escalate priority issues
– Route calls to appropriate resource
– Follow up customer calls where necessary
– Complete call logs; produce call reports
– Knowledge in Wireless network Technology, WiMAX, VSAT, routing;
– Configuration VOIP phone Atcom, configuration router (TP Link, Linksys, Dlink.)