Telecommunications; IT Services; Cyber & Network Security
Functional Area
Not Mentioned
Job Description
Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
Responsible for handling product queries.
Handling all the communication related to the assigned customer accounts.
Coordinating the issues internally and with outsourced partners, service providers (ISPs, ILD/NLD carriers) and onsite teams.
Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
To interface with customer for all CSRs internal and external.
Emergency CSR handling on a 24/7 service level, with on call support.
Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
Maintain all the connectivity and account details from a support perspective to provide efficient support.
To support the following products:? Cloud Voice & VAS? Managed Firewall? National Ethernet VPN? Managed Wi-Fi /AP Solutions ? Global IPVPN? On Premise UC? Business Internet? Smart Wi-Fi? National IPVPN? Managed LAN? SDWAN? V-SAT Internet? Business Ooredoo TV? Akamai Web security? PABXs? Zscaler Web security? SIP Trunk? IoT/M2M? Business IPTV? Fleet Management? Business SMS? Mobile Device Management ? Microsoft Office 365/Azure ? Tetra? Conference-WebEx? Business Simple products? VSAT services? Managed Router Service? B2B Simple products/DEL/ADSL ? Managed Services (Global/Local)
