Customer Service Representative
4 weeks ago
Job Summary:
To provide day-to-day Service Support to customers by maintaining their Service request, coordinate, and tracking all issues. Coordinate with Customer and Internal Team. An ongoing commitment to customer satisfaction by meeting their requirements proactively and ensuring all SLA commitments are met.
**Job Description**:
Key
**Responsibilities**:
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Responsible to work in 24x7 shifts.
- Improve customer service, perception, and satisfaction.
- Provide customer focused technical support for all installation, upgrading and maintenance activities.
- Respond to customer Requirements/issues quickly and efficiently and ensure that SLAs are met.
- Understand customer expectations and address their requirements to maintain customer satisfaction.
- Proactively monitor and maintain customer systems to help meet contracted SLAs and up-time targets.
- Ensure all Trapeze processes are followed, and documentation is supplied accurately and on-time.
- Proactively support the management team to achieve Trapeze Saudi Arabia goals and identify opportunities for improvements.
- Communicate to both customers and colleagues in a professional, clear and respectful manner.
Education and Experience
- Bachelor of Science Degree in Computer Science, Electrical Engineering, Computer Engineering, or a similar technical field will be highly regarded.
- Minimum 1-2 Years solid experience in technical hands-on support roles
- An ability to interpret technical architecture of infrastructure services.
- Experience following ITIL processes for Incident management and Change & Release management.
Personal Attributes
- Ability to interpret technical architecture of infrastructure services.
- Expertise in creating maintenance or deployment scripts in both Windows and Linux will be highly desirable
- Possess the ability to adapt to the various internal procedures of a client while still adhering to company procedures and policies
- Ability to develop and comprehend concepts and learn new skills quickly and thoroughly
- Previous experience working with large government projects.
Worker Type:
Regular
Number of Openings Available:
1
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