Senior Technical Support Engineer

Key responsibilities:

Customer Satisfaction

• Proactively communicate any service related issues with partner clients
• Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience
• Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
• Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology
• Identify, assess, and communicate clients’ needs to enhance satisfaction levels
• Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes
• Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed

Client Experience & Retention

• Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention
• Recommend potential services by collecting customer information and analyzing customer needs
• Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value
• Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints
• Build and maintain strong relationships and trust with new and existing accounts
• Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value

Service Improvement

• Prepare, recommend, and implement service improvement initiatives for the client portfolio
• Enhance client retention through quarterly Strategic Client Meetings for assigned accounts
• Identify, evaluate, and recommend improvement options, implementing them when required
• Document minutes of client meetings, outline resolution plans, and provide feedback to clients
• Attend all internal partner service review meetings
• Improve client solutions, document client setups, and deliver quality reporting
• Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline
• Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions
• Practical experience with large enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, VC, and VOIP
• 3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance
• Customer service skills and training with strong oral and written communication abilities
• Excellent organizational skills

To thrive in this role, you need to have:

• Self‑driven and result‑oriented
• Strong customer support and client‑relationship skills
• Effective verbal and written communication skills
• Strong focus on building internal and external relationships
• Willingness to learn new things and share knowledge
• Team player
• Confident and decisive
• Strong problem‑solving and analytical skills