about the role
Ø Provide technical point of contact for customers’ incidents.
Ø Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
Ø Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
Ø Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
Ø Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
Ø Perform and own technical management escalations in line with company procedure and case excellence policy.
Ø Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative
Ø Excellent customer service skills
Ø Interpersonal and communication skills.
Ø Time management.
Ø Ability to work under pressure and deal with multiple tasks.
Ø Problem solving skills.
Ø Language skills
Ø Educational background:
Ø Bachelor of Science in Communications/Computer Engineering
Ø Cisco certificate (CCNA). (+)
Customer Services & Operations