Hoop Telecoms Limited was established in 2017 as a full Telecommunications Service provider. Since its formation, Hoop Telecoms has been growing rapidly and is emerging as a leading provider of telecommunication and business solutions. Our goal is to be the telecom company of choice for voice, video, and data for consumers in Nigeria, West Africa, Africa, and globally. Simply put; our vision is global.Responsibilities
Receive calls for all customer complains.
Carry out first level troubleshooting to resolve customer issues remotely.
Open, assign, update, and close tickets for all customer issues reported.
Escalate unresolved technical issues to the Service Planning & Optimization unit.
Follow up on every open ticket that is assigned other units.
Ensure issues are resolved and tickets closed within 48 hours.
Manage all customer communication channels and ensure they are always active.
Notify customers of any pre-planned network activity.
Notify all affected customers of downtimes caused by service failures.
Call customers to confirm their issues have been resolved before closing tickets.
Monitor all POPs and enterprise customer last mile links.
Ensure new enterprise links are added to monitoring tools.
Maintain a database of all enterprise customer PRTG login details and ensure it is always up to date.
Ensure new enterprise customer PRTG details are created.
Generate monthly availability report for all enterprise customers.
Maintain a complete database for all customers and ensure it is always up to date.
Other duties assigned by unit head.
Requirements
Interested candidates should possess relevant qualifications with years of work experience.