BAT Computer Technologies Limited is a Technology Systems integration company with vast experience in the Design, Installation and Integration of Digital Networks, Telecommunication Systems and e-business solutions.
We are recruiting to fill the position below:
Job Title: Service Support Officer
Location: Ajegunle Ilaro, Ogun
Employment Type: Full-time
- Use of BAT approved monitoring software’s, to proactively monitor links; remotes, PoPs, & backhauls, (End to End) for all devices.
- Prompt communication of incident status & progress to customers, & in house till resolution.
- Systematically troubleshoot incidents through all point of failures and attempt resolution of such incidents for all links being managed.
- Escalate all unresolved incidents to next level support and follow through to resolution life cycle.
- Coordinate & manage user (Customer) requests related service.
- Ensure documentation of all incidents and user requests on Database.
- Ensure service performance reports are sent to customers on weekly, monthly and quarterly basis.
- Provide & report detailed intelligence on service performance for all service being managed to Line manager.
- Reconcile customer service performance against target on monthly/quarterly basis.
- Enhance Customer relationship with the company through planned, anticipatory calls to review service performance.
- Escalate all twice recurring incidents to Line Manager and follow up till resolution & update the customer on complaint/incident status.
- Responsible for ensuring that service level target is adhered to during incident resolution process.
- Maintenance of existing customer accounts through Customer Retention Ratio (CRR)
- Must be willing to do night shift
- First Degree or its equivalent in Computer Science, Computer Engineering, Electrical, Electronics, Telecommunications, Physics Electronics or related discipline
- 1-2 Years’ experience in the ICT/Telecommunication Sector
- Training on Support of ICT Products and ITIL is an added advantage.
Application Closing Date
21st December, 2021.
How to Apply
Interested and qualified candidates should send their CV to: email@example.com using the Job Title as the subject of the email.