Salma Achraf

Costumer service representativeFull Time

Technical SupportFull Time

• Job Details:Job Description: Monitor and maintain Rogers account. Rogers Communications is a diversified public Canadian communications and media company. It operates particularly in the field of wireless communications, cable television, telephone, and Internet connectivity with significant additional telecommunications and mass media assets. Job Responsabilities: Handling and resolving users' technical issues in French and English languages Guide users by phone to reslove the problem Taking control of users' PCs to resolve the problems Open tickets on ISM tool (Maximo) Follow up with users by mails and make sure that their issues have been resolved Closing tickets with user agreement (only when in contact with user) Document additional resolution scripted procedures for 1st level help-desk agent. Update knowledge base documentation Update ticket status on regular basis