Jobs in Egypt - Business Solutions Technical Support at Vodafone

Business Solutions Technical Support at Vodafone

Location: Smart Village

Job Description:

• To be Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in Cloud computing services, Data Innovations and Mobile Internet.
• To Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, Sharepoint, webhosting, MS Office 365 , DaaR , Web2SMS ) and other business solutions till closure  and post resolution call to ensure customer satisfaction and close case.
• To Own all new customized enterprise solutions through Cloud Service
• To Communicate with different department within VF Egypt  for Enhancing Process, Facilitate customer experience & finding Resolution or workarounds for repeated issues
• To Provide updated troubleshooting and self-help materials to the customers and internal departments
• To Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through mailbox to ensure solving the customer problem according to the SLA.
• To Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• To Provide relevant and accurate information (Services, Products & Policies).
• To Escalate all  technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• To Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
• To Attend different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
• To Handle new complicated services and business solutions currently in the market.
• To Contact related vendors & liaise with them reported problems.
• To Monitor SLA time frames and report them till closure
• To Meet/exceed department KPIs consistently & innovatively.
• To Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• To Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
• To Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
• To Act on VOC with Full process to have it on production..

To Apply:
https://careers.vodafone.com/job/Business-solutions-technical-support/584749201/

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