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Customer Support Specialist Job in Egypt
Cequens , Egypt

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Apr 12, 2021
Last Date
Jul 12, 2021
Location(s)

Job Description

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 manner 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 Objective:

As a customer Support Specialist you will be Addressing customer inquiries, concerns and suggestions based and knowledge of Cequens telecommunication services that are provided to our customers, you are also responsible for reporting defects or offer suggestions both to the technical and product improvement teams. Through your investigations and expert knowledge of products and services provided. Additional responsibilities include; taking action to resolve problems, troubleshooting, answering phone calls, and responding to e-mails.


Job Duties amp; Responsibilities:

  • Act as 24x7 2nd line support for Service Support Team
  • Monitor inbound/outbound dashboards for any irregularity, high traffic and queuing failure
  • Monitor customer’s traffic flow for any unexpected losses
  • Monitor Cequens interfaces health status
  • Support client requests
  • Study products, services, and customer service processes.
  • Respond to customer inquiries by understanding inquiry, review previous inquiries and responses, gather and research information, assemble and forward information, verify customer's understanding of information and answer.
  • Improve quality service by recommending improved processes, identify new product and service applications
  • Work on complex issues reported by the customer
  • Take ownership of technical issues, and work with development group to resolve advanced issues when necessary
  • Train lower level technical resources on the system and process
  • Act as a customer liaison and voice in the company
  • Monitor and maintains system services
  • Monitor all system/traffic behavior for any irregularity occurrence

Requirements

  • Bachelor's Degree is a must.
  • Minimum of 2-5 Years of Experience.
  • Strong Communication Skills.
  • Time management skills.
  • An additional area of expertise to have Customer Planning skills.
  • Availability to work on rotational shifts 24/7.

Benefits

  • Attractive pay package
  • Mobile allowance
  • Transportation allowance
  • Personal loans
  • Flexible hours
  • Medical insurance
  • Social activities
  • Training amp; development
  • Profit Share

About Cequens

CEQUENS is a leading cloud communication platform in the Middle East and Africa region that provides Omni-Channel communication API’s enabling enterprises and developers to communicate with their customer base worldwide. CEQUENS’ proprietary Communication Platform leverages SMS, Voice, Push Notification, email, and Chat Apps APIs that is scalable, secure, reliable, and trusted by more than 500 enterprises worldwide, including HSBC, SAP, Google, Careem, Telegram, Anghami, SWVL, AlRajhi Bank, and Alibaba.com.

Job Specification

Cequens

Information Technology and Services - Cairo, Egypt