Basic Info

Mohamed yasser

Less than 1 year

Cairo, Egypt

Bachelor's Degree

Entry level

Work Experience

Field support engineer at Tedata

Experience Details

Field support engineer

IT/Software Development

Entry Level

• Undertake a range of customer service technical activities within given timelines and guidelines with limited direction and guidance provided as required
• Handle technical complaints / unsatisfied customers / chronic cases / hard calls/visits received from the agents and follow-up on regular customers / premium customers / special customers / VIPs / re-sellers phone calls / technical questions / e-mails to ensure fulfillment of customer requests in a timely and efficient manner
• Provide daily / weekly / monthly status reports about SLAs achievements / types of service failures / types of customer complaints, etc. to direct manager on achievements, overall performance status to get recommendations for improvements
• Maintain stock balance on daily/ weekly and yearly basis and ensure the correct handing out, customer clearance cycle and documents
• Revising system posts and taking corrective actions when needed


Company Details

Tedata

Mansoura, Egypt

More than 1000 employees

Information Technology Services

N/A

Oct 2015 to present (1 year 2 months)
Technical Support at Raya Contact Center

Experience Details

Technical Support

Customer Service/Support

Experienced (Non-Manager)

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
• Research required information using available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate resource;
• Accurately process and record call transactions using a computer and designated tracking software;
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates


Company Details

Raya Contact Center

Cairo, Egypt

N/A

Consumer Services

N/A

Dec 2014 to Jul 2015 (7 months)
IT Engineer at El fouad medical center

Experience Details

IT Engineer

IT/Software Development

Entry Level

N/A


Company Details

El fouad medical center

Mansoura, Egypt

51-100 employees

Medical Devices and Supplies

N/A

Oct 2013 to Oct 2014 (1 year)

Achievements


I got excellent grade in the graduation project

Education

fcis in computer science

Education Details

fcis

computer science, network

Mansoura University, Egypt

C / Good / 65 - 75%

network english database programming ( C#) windows office

N/A

Mansoura University
2008 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

military school

Egypt

2008

A / Excellent / 85 -100%

N/A

military school
2008

Certifications

ccna
Jul 2015

Certificate details

ccna

Jul 2015

N/A

N/A

N/A

N/A

MCSA
Jul 2015

Certificate details

MCSA

Jul 2015

N/A

N/A

N/A

N/A

MCSE
Jul 2015

Certificate details

MCSE

Jul 2015

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

networking

Oct 2012

outbox

N/A

This profile is fresh!
Last update 21 days ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveArabicCcnaChattingComputer ScienceComputer SkillsConsumer ServicesCustomer ServiceEnglishField Support EngineerFlexibleFoodFootballHard WorkerITIT EngineerInformation Technology ServicesInternetMCSAMCSEMedical Devices And SuppliesMicrosoft OfficeMoviesMusicNegotiatorNetworkNetworkingPlannerReadingSocialSoftware DevelopmentSupportTechnical SupportTraveling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

5-7 years

Computer Skills

Computer Skills

: Advanced

: Extreme - I love it!

:

3-5 years

Networking

Networking

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Planner, Hard worker, Negotiator, Flexible / Adaptive, Social

Online Presence

https://www.facebook.com/m.yasser92https://twitter.com/m_yasser42

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