Support Center Executives Jobs in Abuja and Port Harcourt, October 2014

Our company, Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.


SWIFT Networks Limited is recruiting to fill the position of:

Job Title: Support Center Executives (Field Engineer/Business Center)

Location: Abuja and Port Harcourt

Main Responsibilities

• Provision of accurate services and information about product and services to the walk in customers
• Customer education on basic trouble shooting steps to create awareness of help yourself among customers in order to minimize walk in
• Suggesting and implementation of the innovative ideas to reduce customer walk in specially for technical complaints
• Taking immediate and all possible measures to resolve escalated customer complaints keeping company policies in view
• Ensure that field visits are carried out as per commitment with the customers. Any unavoidable challenges holding or delaying visit shall be timely informed to the customer
• Ensure that any abnormal findings on the networks/modem after field visits shall be shared with the management on weekly basis
• Ensure that the assigned tickets from CRM are qualitatively closed with proper comments and findings
• Ensure that inventory is managed properly and wisely considering the same as company’s property
• Ensuring that customers in walk in center are not queued up and dealt within targeted KPI
• Ensuring to achieve walk in center complaint management SLA by attending 80% of the walk within 10 minutes
• Execution of the team plans to achieve KPI of first contact resolution for both walk in customers and field visits
• Ensuring that every customer walk in is registered in the CRM for analysis and reporting
• Maintaining high standards of SLA by using customer relationship management utilities
• Timely reporting of sever issues to the reporting line
• Ensure that Sale Return ration is minimized by applying effective retention techniques as per company policy
• Carry out other duties assigned by immediate supervisor

• A Bachelor's degree in Elect/Elect engineering, Computer engineering, Telecommunications or any other related field with cumulative grade of 2nd class upper division
• Ability to have stress and time management
• Role model customer care professional profile
• Optimistic with supportive attitude
• Detail oriented and results driven
• 1-2 years of experience in the relevant field of technical support with CCNA/CCNP or any technical certification as a plus point
• Exceptional communication and interpersonal skills