Commercial Support Technician

11 hours ago

Johannesburg, South Africa Cool Ideas Service Provider Full time

**Cool Ideas, leading ISP in Ros**ebank Johannesburg requires a Commercial Support Technician to join our team**:
The Commercial Support Technician at Cool Ideas plays a crucial role in ensuring our commercial clients receive exceptional technical support and assistance. This position involves providing technical support for internet connectivity, resolving network-related issues, and ensuring customer satisfaction among our commercial clientele.

**Key Responsibilities**:

- ** Customer Support**:

- Address inquiries and concerns related to internet connectivity, network configurations, and other technical issues.
- Troubleshoot and diagnose connectivity problems, resolving issues to minimize downtime for commercial customers.
- ** Network Troubleshooting**:

- Investigate and resolve network-related problems, ensuring stable and reliable internet service for commercial clients.
- Collaborate with the network operations team to identify and rectify network outages or performance issues affecting commercial customers.
- ** Technical Assistance**:

- Guide commercial clients through the setup and configuration of network equipment, ensuring proper installation and functionality.
- Provide technical assistance for various devices such as routers, switches, and modems, helping clients optimize their network infrastructure.
- ** Issue Resolution**:

- Document and track technical issues reported by commercial clients, ensuring accurate records of incidents and resolutions.
- Escalate complex issues to the appropriate teams and follow up to ensure timely resolution and customer satisfaction.
- ** Product Knowledge**:

- Stay up-to-date with the latest products, services, and technologies offered by the ISP.
- Continuously enhance knowledge of networking protocols, hardware, and software to provide effective support to commercial clients.
- ** Customer Education**:

- Educate commercial clients on best practices for network security, data protection, and efficient use of internet services.
- Provide training and resources to help clients optimize their internet usage and enhance their online experience.

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