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:
- Provide prompt and efficient technical support to commercial clients via phone, email, or chat.
- 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.
