Customer Support Advisor

2 weeks ago


مصر, Egypt CEQUENS Full time

**Job Objective**:
Support to Cequens customer’s authorized contacts providing Service Desk functionalities (Service Request Management, Incident Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier) and other ad-hoc tasks as dictated by business needs.

**Responsibilities**:

- Incident and Request Management
- Knowledge Management
- Service Level Management
- World Class Customer Service
- System Monitoring

**Job Duties**
- Act as Single Point Of Contact with 24/7 Support
- 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

**Requirements**:

- Bachelor’s degree in a relevant field.
- Prior experience in customer service or related fields.
- Excellent communication skills, both written and verbal.
- Ability to empathize with customers and provide effective solutions.
- Proficiency in using customer support software and CRM systems.
- Strong problem-solving abilities.
- Ability to work independently and in a team environment.
- Flexibility to work in shifts, including weekends and holidays if required.



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