Job Title: Technical Sales Support (9 Openings)
JOB Code: T-SS
Location: Lagos, Nigeria
Employer: STRESERT Services Limited
Job Summary: This role will be responsible for providing pre-sale and post-sale technical support services to the sales team in dealing with existing and potential customers and ensuring that customer queries are resolved efficiently and effectively within the agreed service level agreements. Some of the duties and responsibilities include but are not limited to:
Duties and Responsibilities:
• Pre- Sales Technical Support:
• Perform functional testing of User equipments form the warehouse to ensure that the devices are performing optimally prior to selling to customers and ensure that no under performing device is sold to a customer
• Assist the products team in field testing and performance analysis of new products
Post-Sales Technical support:
• Provide professional and effective technical support to the sales team to ensure that customer expectations are met particularly in terms of quality (experience) and timeliness in line with agreed SLAs.
• To effectively deal with all support calls, investigating and responding to queries and ensuring successful conclusion within the shortest time possible.
• Troubleshoot connectivity issues experienced and reported by customers together with the sales and networks teams and ensure that service level agreements are adhered to.
• Test user equipment returned from the field for failure and assess whether they can be repaired, replaced under warranty, or replaced without warranty within agreed SLAs
• Provide support in deployment/installation of the Client s equipment at customer premises
• Manage issues assigned form the call centre related to the Client s Internet Service and User Equipment and resolve within agreed SLAs
• Provide training and product knowledge support to the sales team to ensure a good level of understanding of the Client s products and services as improved and maintained from time to time.
• Liaising with the sales team and other internal departments and/or service providers to ensure that customers issues/queries are brought to successful closure.
• Provide information/reports required to the Customer Service Manager or Head of Sales & Distribution as well as support on sales presentation as and when required.
• Provide any other ad hoc duties assigned to you from time to time by the Head of Sales & Distribution or any other person appointed by the Company for this purpose.
Education and Experience:
• Degree or diploma Engineering, Computing, IT or other relevant field.
• Technical and/or sales experience in an ISP or telecom services provider – at least two years.
• Experience in the same or similar role will be of added advantage.
Remuneration: Salary is very competitive and above industry standards.
How to Apply:
Interested and qualified applicants should apply online or send their Cover Letter and CV to recruitment@stresertservices.com using Job Title as subject of mail.
Deadline: 15.11.2013
Only qualified candidates will be shortlisted and invited for an interview.
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