IT Service Delivery Expert
1 week ago
We're committed to empowering our customers across all industries to grow better, not just bigger, by focusing on efficiency and effectiveness.
We're seeking an innovative Customer Experience Specialist to join our Support Team, which is responsible for implementing Alnafitha's Modern Workplace Services.
This position requires collaboration with other teams from project management, sales, and business development to provide exceptional support to our clients. We prioritize continuous learning, skill expansion, and growth opportunities for our teammates.
Main Responsibilities:- Presentation and demonstration of Alnafitha's services to customers.
- Development of scope of work/low-level technical scope based on business requirements.
- Delivery of regional technical implementations and solution design within Alnafitha's services on customer sites and remotely.
- Support, troubleshooting, and solutions to complex problems, including complaint handling, sensitive customers, and mission-critical support.
- Proactive services with clients through Risk Assessments, Health Checks, Code Reviews, or other similar offerings.
- Critical Situations support: Reactive services addressing critical customer issues.
- Short-term engagement focused on customer-specific issue remediation or support.
- Training and workshops: Delivering technical training for customer knowledge transfer and assisting customers in consuming products and services.
- Improvement of the overall customer experience as a customer advocate within Alnafitha and assisting clients in maximizing their investment in Technology.
- Documentation of solutions related to the scope of work/user manual.
- Participation in building Alnafitha's technical content library, such as Knowledge Base and other technical contents.
- Representation of Alnafitha at forums (seminars, technical or marketing conferences, events).
- Mentorship of other team members on deployed solutions and best practices.
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