Join Our Team
Job title: Team Leader – Technical Support
Work Location: Ebene
Experience: Minimum 2 years
Educational Qualification: High school Diploma
Roles and Responsibilities:
- Set clear team goals and KPIs
- Delegate tasks and set project deadlines
- Oversee day-to-day teams’ operation and performance
- Do regular performance evaluation
- Create a healthy and motivating work environment and atmosphere
- Develop a well designed and motivating evaluation program
- Communicate with teams about their performance
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Plan and organize team-building activities
Required Skills:
- 2 years of experience as a Team Leader or similar role
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel
- Experience with organizing training programs
- Sense of ownership and pride in your performance and its impact on the company’s success
- Critical thinker and problem-solving skills
- Team player
- Good time-management skills
- Great interpersonal and communication skills
- Degree in Management or training in team leading is a plus
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| Job Level | 1- 5 Years |
Job title: Technical Support Engineer
Work Location: Ebene, Mauritius
Experience : 0-6 months
Qualification: High School Diploma
No of openings: 7
Roles and Responsibilities:
- Provide support through Voice, Chat, Email & remote assistance (universal agent)
- Provide WOW customer experience
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Ability to follow processes, meet and exceed KPIs
- Identify and escalate priority issues
- Case/Ticket documentation
- Adhering to standard operating procedures required by the process and organization
- Awareness of relevant service levels
Required Skills:
- Excellent verbal and written communication skills
- Good listening skills
- Problem analysis and Problem solving
- Customer service orientation
- Quick learner
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| Job Level | Fresher / Entry Level |
Job Title: Telecom Engineer
Work Location: Ebene
Experience: 1-5 years
Education Qualification: Telecommunications/Electrical/Networking/ Engineering or CCNA qualified
Shift: 9 hours shift between 8am to 5pm (Central European Time Zone)
Roles and Responsibilities:
- Process Adherence and Activities
- Troubleshoot all Level 1/2 cases from the customers.
- Focus on customer satisfaction.
- Document all communication with customers in the CRM.
- Manage backlog efficiently.
- Notify/Discuss/Escalate with Senior L2/ATAC/TL/Manager on SR’s that require assistance.
- Plan and constantly work on upgrading technology and product expertise.
- Contribute to the knowledge base.
- Understand the SLA’s and work/align style of working towards meeting them.
- Be aware of KRAs and make sure KRAs are met.
Required Skills & Desired Skills :
- 1-5 years experience in troubleshooting technical / Telecom/Networking issues
- Fluency in both French and English
- Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment.
- Ability to communicate and empathize with all levels of customers – executives, end users
- Self-motivated with the ability to dive right in, be effective and make a difference
- Technical: Analog and Digital Telephony, Voice Networking (QSIG/DPNSS), VOIP, PBX, WINDOWS OS, Networking, Routing, WAN
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| Job Level | 1- 5 Years |