Partner Support Specialist
Nokia -
Cairo, EgyptPosted 4 years ago84People have clicked1 open position
Job Details
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Job Description
- Providing first level contact and convey resolutions to partner’s queries
- Managing emails, inbound and outbound calls in a timely manner
- Following helpdesk scripts and processes when handling different topics
- Identifying partners’ needs, clarify information, research every issue and providing solutions
- Properly escalating unresolved queries to the next level of support
- Tracking, routing and redirecting problems to correct resources
- Update partner data and produce activity reports
- Utilize excellent partner service skills and exceed partners’ expectations; Walking an extra mile to support the partner needs
- Walk partners through problem solving process; Follow up with partners, provide feedback and see problems through to resolution
- Ensure proper recording, documentation and closure
- Ensuring timely resolution and log maintenance
- Recommended procedure modifications or improvements
- Preserve and grow knowledge of help desk procedures, products and services
Job Requirements
- Readiness to work in 24*7 environment
- Proven working experience in providing help desk support/Partner support
- Strong phone and verbal communication skills along with active listening
- Proficiency in English; Multi linguistic skills preferred
- Familiarity with CRM systems and practices
- Partner service orientation; Partner focus and adaptability to different personality types
- Advanced troubleshooting and Ability to multitask, set priorities and manage time effectively
- Fast learner, Track record of overachieving quota
