Jerome Emile

Remote Hardware Technical Support Engineer - USAFull Time

• Job Details: Provide remote technical support assistance to clients and IBM technical personnel on High Volume product environment.  Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and processes  Provide action plans to clients to resolve issues and act as interface with IBM field support staff as needed to develop and execute action plans to resolve client issues  Maintain and update support case documentation  Engage Level 2 support team when appropriate for case escalation and ensure that supporting data / template for escalation has been completed  Contribute to high client satisfaction.  Recommend improvements to maintenance package or technical support tools, procedures or processes as required  Monitor product and account performance / follow up as required to confirm case resolved

CC Business Solutions SR RepresentativeFull Time

• Job Details: Act as first line of support to all service expert, can all contact center teams’ inquires.  Acts as second line support to service expert team in backup and restore data service on customer devices including remote access if required upon VFE policies.  Guide and support all the expert team in all basic and advanced troubleshooting related to all Vodafone data products and service.  Provide the internal customers with professional technical support related to the company’s business solutions products and services.  Support all customers’ data services on any new OS (e.g. Android, Symbian, Windows, BB, Apple)  Full support 3rd parties products, services and related OS (e.g. Blackberry, iPhone).  Achieve the agreed quality results.  Speed and accuracy in solving customers’ technical problems and add to system for reporting.  Promote & demonstrate Vodafone services, products & offers when needed.  Support all Broadband devices including VMC, USB Modem, MiFi,… etc  Ability to identify technical problems for our data products and own to solve them across different departments.  Support ADSL service and all types of routers.  Provides relevant and accurate information and support related to data services and products  Ensure elimination of wrong transactions that leads to financial negative impact.  Provide support and giddiness to drive expert team concerning application machine problem & inquires.  Escalate all inquiries& global outage to the specified department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.  Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.  Communicate clearly all technical and billing updates to the expert team through retail tech communication mailbox.

CCRFull Time

• Job Details:I'm responsible for handling customer's inquiries and troubleshooting there problems either technical or billing problems, also i'm a part of the escalation team where i can handle customer's escalation calls and solve there problems as soon as possible in order to save the customer experience and gain his trust in the company as one of the leading companies in Egypt.