• Provides technical support to residential/business customers or staff for all services provided by the company.
• Performs excellent communication with customers to provide them with information about the company’s products and services and to be able to sell them services.
• Performs shift changes on working days, weekends and official holidays based on the predetermined schedule, as needed by the company.
• Configures the necessary parameters for Fiber, Coaxial, Wireless, ONU/ONT, OLT, VoIP, OTT, etc. whenever necessary.
• Solves all technical problems and determines the root cause of the problem, advises on appropriate actions. Documents problem resolution and receives customer feedback on service provided.
• Using Madcom systems/software, produces daily, weekly, monthly reports on individual and team performance.
• Escalates issues requiring L2/L3 support to appropriate department and follows through to final resolution.
• Documents and notifies Supervisor of customer feedback.
• Recommends process improvements.
• Conducts training for new employees regarding the work process.

Job Experience

• Excellent communication skills, verbal and written, in Albanian and English.
• Excellent customer management skills.
• Excellent knowledge of Madcom products and services, and ability to present them to customers.
• Excellent knowledge of IP protocols (TCP/IP, DNS, WINS, FTP, HTTP, DHCP, SMTP), and ability to install and support all client devices.

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