Customer Excellence Lead

7 months ago


مصر, Egypt Si-Ware Systems Full time

**Day to Day work responsibilities**
- Problem solving and troubleshooting, with analyzing the customer challenges and problems
- Prioritization of tasks and responsibilities
- Bug reporting, escalation is based on good judgment and clear description of problems/bugs.
- Manages escalated cases from internal channels to troubleshoot issues customers are facing.
- Reporting periodically and accurately.
- Utilize support tools and resources necessary to solve the customer issue.
- Introduce workarounds in case no immediate solutions are available.
- Identify and suggest possible improvements on procedures
- Handles incoming support channels to troubleshoot customer inquiries.
- Proactively identifies improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Bachelor of Science degree in an Engineering field.
- 5-7 years of troubleshooting experience in a Customer Success/Technical Support capacity.
- English — Native/Bilingual.



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