Government Jobs

Multinet Pakistan is looking for a Resident Engineer

 

Multinet Pakistan is one of the premier information and communication solution

providers for leading enterprises in the region.

At Multinet we are looking for a Resident Engineer in Karachi, which entails organizational assistance through its different stages and/or aspects, as and when needed.

Responsibilities and Duties:

 To Troubleshoot and resolve customer problems on Multinet products and solutions.

 Maintain high customer satisfaction throughout the process from the first call to complete problem resolution and provide ticket numbers for future reference.

 Must be well–organized, able to work with minimum supervision, and able to interact professionally with customers.

 Must have the ability to manage customer expectations, and prioritize work while multitasking.

 Provide technical support on phone for support/service requests. Provide phone assistance to our customers on the provision of customer services.

 Entertain the customer queries and provide direct technical support to the customer base on operation, troubleshooting, installation of CPE (customer premises equipment), and other products.

 Respond to customer (internal and external) inquiries concerning customer complaints (support / service) request and improves the overall functionality of provided services and related CPE (vendor equipment).

 To document and log all customer contacts/ queries into the support database.

 Prepare and deliver documentation of problem description and findings to appropriate escalation points. (Example: Log complaints highlight and escalate to concern).

 Take ownership of and solve increasingly complex customer issues in line with support process and policy and ensure customer satisfaction.

 Call handling: log and qualify issues, prioritize severity, identify and communicate action plan.

 Diagnosis: analyze the issue, using sophisticated tools, and own knowledge, and where appropriate liaise with others to identify the cause and solution for the issue.

 Solution: communicate the solution to the client and Multinet team and agree on an action plan.

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