Role Profile:
- Represent the technical focal point for local customers along with our international partners customers.
- Handle the day-to-day interactions related to fixed solutions trouble tickets (TT) received via different channels either calls or mails or automatically created by the system in a professional way considering resolution SL., setting priority for long durations TTs and repeated TTs.
- Follow all the troubleshooting steps isolating the issue and escalate them to the concerned parties to solve these problems according to the SLA.
- Act as “service manager” for high value customers.
- Provide the customers with a world class standard of support.
- Accountable for monthly operational reports for different fixed solutions services.
- Work on shift basis.