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Job Description
- Managing ticket workload across several customers, escalating issues where appropriate and providing resolution to issues
- Liaising with internal Customer Managers, Service Desk, Incident and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
- Communicating and escalating critical service failures through the Incident Management, Problem Management and Senior Management teams
- Ensuring reviews are fully documented and actions are raised and fulfilled
- Being involved in changes to the service operation tools, processes and working practices
- Undertaking continuous improvement in the operation
- Coordinating with Product Development and Implementation teams to support product updates
- Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
- Identifying opportunities that can improve efficiency of business and technical processes
- Including all other duties as may arise from time to time and as may be assigned
Job Requirements
- Fluent English
- 1-5 years of experience in Technical Support role
- Excellent communication
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