Ehab Salem Abdel Khalek

Customer Support LeaderFull Time

• Job Details:Responsibilities: -Guide team members towards objectives, assign tasks efficiently, and monitor performance against KPIs. -Maintain team morale, prevent burnout, and promote a healthy work-life balance. -Support new hires, manage onboarding, and provide ongoing training, feedback, and growth opportunities for all team members. -Conduct second-round interviews and foster a positive, inclusive team culture. -Act as a liaison between the team and management, hold regular meetings, and collaborate with other departments to address issues. -Optimize processes, handle escalated issues, and lead the team through crises to ensure smooth operations. -Manage staffing, schedules, and resources, and analyze performance data to drive improvement. -Acknowledge achievements, celebrate successes, and support professional development. -Ensure adherence to company policies and deliver performance reports with insights for improvement. -Ensure high-quality customer service and address feedback to improve satisfaction. -Seek process improvements, stay updated on trends, and incorporate innovations into team practices. Additional Responsibility (IT Support): -Handling user tickets, troubleshooting software and hardware issues, and providing first-line technical support. -Diagnosing and resolving issues related to PCs, operating systems, and applications. This role involves on-site and remote support. -Managing both the software and hardware aspects of system performance, ensuring smooth operation and implementing regular maintenance protocols. -Dealing with more complex issues, providing support for system and software problems.

Senior technical supportFull Time

• Job Details:• Provide advanced technical support to customers, including troubleshooting eSIM-related issues via email. • Assist customers in the activation, provisioning, and deactivation of eSIM profiles. • Address inquiries related to eSIM compatibility, device configuration, and network connectivity. • Investigate and resolve complex technical issues related to eSIM functionality, such as profile installation failures, connectivity problems, and authentication issues. • Collaborate with cross-functional teams, including developers, network engineers, and product managers, to resolve escalated issues promptly. • Conduct training sessions for support staff and other relevant teams on eSIM technology, troubleshooting techniques, and best practices. • Stay updated on the latest eSIM standards, technology updates, and industry trends to provide accurate and timely information.

Technical support premium and platinum customer FTTH specialistFull Time

• Job Details:• Manage high volumes of inbound and outbound calls, emails, and in a timely manner. • Identify customers’ needs clarify information, research every issue, and provide solutions. • Delivering an exceptional customer care experience with every contact Achieved the highest level of customer satisfaction. • Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc. • Documenting all internal interactions and information according to standard operating procedures. • Troubleshooting and provide product guidance and support to all customers. • Attend training sessions and learn products details and technologies.