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.