Customer Support Advisor

3 weeks ago


مصر, Egypt CEQUENS Full time

**Responsibilities**:

- Validate requests/incidents to ensure high quality details submitted to next level of support
- Acknowledge requests/incidents within agreed Response Time
- Identify Requests/Incidents and submit to correct support group
- Manage resolutions received from next level of support ensuring clear and high quality communications back to customer
- Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups
- Know how to get the most updated information and refer to correct documents
- Make sure to always be up to date with all the changes in different processes/procedures as they occur
- Follow up on open incidents/requests according to the agreed milestones
- Make sure of contacting correct and relevant Point of Escalation
- Realize the difference between Wholesale and Enterprise customers and the required level of customer service for key account contacts
- Understand impact of any small mistake and cost implications (e.g. Penalties)
- Provide best quality to our customers and show the value added of having our service.
- Monitoring all system/traffic behavior for any irregularity occurrence
- Act as Single Point Of Contact with 24/7 Support

**Requirements**:

- Bachelor's degree in computer science, Information Technology, or related field
- 1-2 years of relevant work experience in technical support or customer service in the telecommunications industry
- Strong communication skills in English and Arabic (written and verbal)
- Ability to work in a fast-paced environment and multitask
- Strong problem-solving skills and the ability to work independently and as part of a team
- Familiarity with cloud communication platforms and API's preferred
- Willingness to work flexible hours and weekends when necessary.



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