Support to Cequens customer’s authorized contacts providing Service Desk functionalities (Service Request Management, Incident Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier) and other ad-hoc tasks as dictated by business needs.
Job Responsibilities:
- Incident and Request Management
- Knowledge Management
- Service Level Management
- World Class Customer Service
- System Monitoring
Job Duties
- Receive requests/incidents via managing different communication channels [JIRA, Email and Phone]
- Act as Single Point Of Contact with 24/7 Support
- Validate requests/incidents to ensure high quality details submitted to next level of support
- Acknowledge requests/incidents within agreed Response Time
- Identify Requests/Incidents and submit to correct support group
- Manage resolutions received from next level of support ensuring clear and high quality communications back to customer
- Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups
- Know how to get the most updated information and refer to correct documents
- Make sure to always be up to date with all the changes in different processes/procedures as they occur
- Follow up on open incidents/requests according to the agreed milestones
- Make sure of contacting correct and relevant Point of Escalation
- Realize the difference between Wholesale and Enterprise customers and the required level of customer service for key account contacts
- Understand impact of any small mistake and cost implications (e.g. Penalties)
- Provide best quality to our customers and show the value added of having our service.
- Monitoring all system/traffic behavior for any irregularity occurrence.
Requirements
- Bachelor Degree is a must.
- Minimum of 1-2 Years of Experience.
- Strong Communication Skills.
- Time management Skills.
- Additional area of expertise to have Customer Planning skills.
- Avaliblity to work on rotational shifts 24/7.
Benefits
- Attractive pay package
- Mobile allowance
- Transportation allowance
- Medical insurance
- Training amp; development
- Cequens Team
We believe in choosing the best calibers and assisting them in continuing to develop their potential and qualifications. A good working environment, the right motivation and great teamwork is the way we use to successfully achieve our goals.