Account Support Analyst (ASM / ASA)

Confidential Company - Cairo

64
Applicants for
3 open positions
46
Viewed
13
In Consideration
11
Not Selected
Experience Needed:
More than 1 year
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Vacancies:
3 open positions
About the Job
  • Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability.
  • This position is responsible for Customer Escalation Management, Database and Configuration Management and Generating Reports on Customer Performance.
  • Specifically, position maintains working relationships with all client operation and service delivery teams;
  • Position requires a thorough understanding of ACS systems, operations and policies, and customer contract specifics that are used to resolve customer problems;
  • Works cross-functionally to help clients continue to achieve superior operational performance.
  • Assisting and working alongside Executive Service Managers and Senior Service Analysts
  • Preparing standard reports and ensuring SLA and other metrics are presented accurately.
  • Ensuring customer data integrity for service delivery, billing and reporting.
  • Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress;
  • Managing client expectations and service requirements.
  • Communicating specific SLA (Service Level Agreement) requirements to specific locations.
  • Attending vendor and customer meetings when required;
  • Ensure that the customer uses the proper primary escalation contacts/processes within Services
  • Works with customer help desks on specialized activities when normal NCR processes are failing
  • Other job-related duties as assigned.
Job Requirements
  • Minimum 1 year of experience in analytical/customer services role.
  • Proficient English Level (both verbal and written).
  • Excellent communication skills to interface directly with external customers and internal NCR parties
  • Analytical and/or technical experience, preferably within NCR Services
  • General computer skills required; Microsoft Word/Excel proficiency
  • Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
  • Ability to identify and resolve issues with a sense of urgency
  • Detail oriented
  • Willing to work non-standard business hours as required by customers
  • Works well under pressure
  • Team player – ability to work with colleagues in multiple locations