Job Opportunities in Egypt

Votre rôle

• Provide a professional first point of contact for the customer.
• High level of troubleshooting: validate, confirm, and resolve the events occurred.
• Provide initial technical investigation through monitoring customer's infrastructure (messaging & security products), supporting customer's digital voice services, Microsoft Teams solutions, and access management.
• Provide updates as needed to Level 2 operational team to meet performance objectives.
• Performing technical escalations in line with company procedure.
• Document all troubleshooting and case management actions via the electronic case management system.
• Participate in Crisis Bridge to keep the business updated.
• Coordinate and circulate information between stakeholders.
• Analysis and dispatch of the “Changes” submitted by the customers.
• Implement the simple changes requested according to the SLA committed with the best
• possible quality.
• Follow the Change Management processes and procedures.
• Activate the Level 2 support according to the in place process for any technical issue
• Escalate any issue to the hierarchy.
• Coordination/feedback on the changes in strong relationship with the customer.
• Managed service change tool configuration for any customer.
• Digital certificates creation and troubleshooting.
• Creation and modification of Customer Care Service and authentication.
• Mapping applications and access through the tool.

Votre profil

• Bachelor's Degree in Computer Science / similar technical background
• 0 - 2 years of experience in a customer facing role
• Fundamental knowledge in Networks or Voice Systems is highly preferrable
• Focused, organized, detail-oriented and able to multi-task in a dynamic, fast-changing environment.
• Good communication and presentation skills.
• Excellent transversal coordination, facilitation skills.
• Demonstrates Cooperation & teamwork.
• Results oriented.
• Agile mindset and flexible.
• French proficiency is a plus

Le plus de l'offre

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