وصف الوظيفة
THE ROLE:
The Junior Case Manager is responsible for providing exceptional support to customers by managing both technical and non-technical issues related to services. This role involves handling customer interactions, creating and managing support cases, and optimizing service processes to ensure an excellent customer experience.
THE RESPONSIBILITIES:
Here are how your day-today responsibilities of the role will look like, but are not limited to:
- Obtain and verify customer order details through follow-up with customers and internal teams to generate accurate information.
- Provide timely response to all incidents and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Process & take action on the Supplier and / or Customer Maintenance communications
- Work together with a team of Network Engineers towards a common preset goal
- Responsible for Network & Data Communication Systems
- Customer Excellence (internal/external customer engagement and relationship management):
- Should be customer support ordinated candidate, should have very good knowledge of customer service processes.
- To create an environment which is a great place to work for you and your colleagues through your dedication,
- Enthusiasm, sharing of knowledge, integrity and desire to support others.
- To display excellent standards in all you do and inspire others to do the same, and that you operate within
- Legislative/regulatory and company policies and procedures.
- To display confidence, self-belief and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
- Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes.
متطلبات الوظيفة
- Experience in working on Network Management & Monitoring Tools, Solar Winds.
- Experienced In Service Desk support roles.
- Experience in Salesforce, ServiceNow, Remedy, or any similar ticketing tools.
- Good understanding of IT best practices and procedures, like ITIL v3.
- At least 2 years of experience in IT/Telecommunications.
- Excellent communication skills, very good verbal and written English skills.
- Self-motivated with ability to perform under tight deadlines and high pressure.
- Basic knowledge of TCP/IP, Network Configuration Management, VPNs, Information Security Standards and Compliance requirements.
- Additional language skills in speaking, reading and writing; Spanish, French, German, Portuguese, Italian, Russian etc.; is a plus.
