Experienced Customer Service Engineer

at Alfred & Victoria Associates
Location Lagos, Nigeria
Date Posted August 12, 2021
Category Engineering
Job Type Full-time
Currency NGN

Description

Job Purpose

  • Customer service engineers offer technical support to companies who have issues with their products.
  • They offer support and provide resolutions for industrial machines, copiers, software, computer networks, and other products.
  • Customer service engineers often work in fast-paced environments and are generally required to be accessible evenings, weekends, and even holidays to resolve any issues that might result in downtime for clients.
  • This position is a mix of office and on-site work; travel to customer sites is common to handle issues that sometimes cannot be resolved via phone.

Responsibilities

  • Provide support to customer programming staff in all products and perform troubleshoot on all field inquiries.
  • Monitor all assign cases for customer support and update all activities on the company tracking system.
  • Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support.
  • Administer all resources and ensure delivery of product fixes within a time frame.
  • Manage all customer issues and if required escalate them to required departments.
  • Assist all junior engineers in complex cases and evaluate products for customers.
  • Provide support to all developers and evaluate customer designs and recommend procedures for optimal use of products as per guidelines.
  • Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services.
  • Manage requests from internal and external clients and resolve it through email and phone.
  • Maintain accurate customer documents and prepare reports for all issues and resolutions.
  • Oversaw all-night backups and perform routine maintenance on the server and administer all network threats and alarms.
  • Provide solutions to all customers and partners and ensure effective deployment.
  • Administer all contractual obligations for clients and escalate issues if required.

Requirements

  • Bachelor's Degree or HND in Engineering, Computer Science or related field.
  • Minimum of 3 to 5 years experience as a Customer Service Officer in a generator company.
  • Minimum one year of experience in a technical customer service role.
  • Additional technical support certifications will be an added advantage.

Key Skills & Competencies:

  • Good spoken and written communication skills.
  • Resolving client problems and relating to customers.
  • Monitoring customer accounts.
  • Time management, specially to meet deadlines.
  • Using computer applications.
  • Managing projects.
  • Presenting information.
  • Being self-motivated.
  • Planning and multitasking.
  • Taking direction.
  • Interpersonal communication.
  • Networking.
  • Emotional intelligence.
  • Attentiveness.
  • Creativity and resourcefulness.
  • Persuasion skills.

Applying Instructions

Interested and qualified candidates should send their tailored CV to: recruitment@alfred-victoria.com using the job Title as the subject of the mail.

Note: Any application received after the closing date will be automatically rejected.

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