Job Objective: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 MonitoringJob 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 occurrenceRequirements * Bachelor’s degree in a relevant field.
Prior experience in customer service or related fields.
Excellent communication skills, both written and verbal.
Ability to empathize with customers and provide effective solutions.
Proficiency in using customer support software and CRM systems.
Strong problem-solving abilities.
Ability to work independently and in a team environment.
Flexibility to work in shifts, including weekends and holidays if required.
