Provide a professional first and second technical support for a large customer
*
Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution
* Owns the chronic and the complex problems / incidents.
* Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
* Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
* Provide updates as needed to the customer in order to meet performance objectives.
* Comply with all the special process and procedures agreed with the account teams and customers.
* Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process
* Perform technical escalations in line with company procedure.
* Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
* Liaise and refer issues to correct/relevant entities when needed.
* Document all troubleshooting and case management actions via the electronic case management system.
* Undertake any other reasonable task as assigned.
* Ability to build relationships with peer and management levels both with clients and the company management
* Determination to process tasks according to predefined processes is essential.
* Drive chronic and complex cases in to quick and efficient resolution.
* Act as a case manager in order to always push for faster issue resolutions.
* Provide technical training to the team members when required.
Shifts work may be required
Customer Services & Operations
Regular
## **About the role** 1\. To provide a professional first technical point of contact for the customer . 2\. Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. 3\. Provide updates as needed to the customer in order to meet perfo…
## **About the role** 1\. To provide a professional first technical point of contact for the customer . 2\. Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. 3\. Provide updates as needed to the customer in order to meet perfo…
## **About the role** ¦ Provide a professional first technical point of contact for the customer ¦ Acts as technical escalation level within the team. ¦ Acts as Knowledge management keeper. ¦ Responsible for the escalated tickets and participates in the generations and handling of the monthly trend…
* provide professional technical support for all Voice issues received * provide updates to the customer as needed to meet performance objectives * perform technical and management escalation in line with the company policy * ensure cases are allocated to the most appropriate next level/organ…
## **About the role ** ## **About you ** ## **Additional information ** ## **Department** Customer Services & Operations ## **Contract** Regular
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