ROMEO ESIN

Experience

• 

  MTN NIGERIA

  Jul 2009 - now

  REGIONAL TECHNICAL SUPPORT OFFICER

  Troubleshooting, Coordination and Provision of after sales support on various devices (Smart Phones, 3G modems and routers, WIMAX Indoor and Outdoor devices) in collaboration with the OEMs.Carry out acceptance testing and evaluation of prospective mobile, tablets and data devices from different OEMs and advising the business accordingly.Provision of Network Related Support for Data Services and other Value Added Services using CRM, Provisioning and Billing ERP Systems.Administration and resolution of service requests assigned as tickets to the Technical Support Unit via BMC remedy IT Service Management system within SLA.Development of training material on Products, Value Added Services and Business solutions and organization of quarterly technical workshops/ knowledge transfer sessions for customer facing staff.Accurately process, gather and proper documentation of product failure information using a computer and designated tracking sheet .Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, and more.Responsible for providing technical assistance and authorizing warranty repairs to our authorized Vendors. Additionally assist in Network Resolution with escalated consumer situations as well as providing “hands on” technical training to our Consumer Customer Support Representatives .Supervise device/data champions of MTN Walk-In and Connect stores and points in the region. Show less