Full Time
Cairo
Posted 3 weeks ago
Pillars Recruitment

French - Incident Management Executive (Multinational Large IT/Banking)

Job Description:

Multinational Corporation; a global technology company leading how the world connects, interacts and transacts with business. assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. 

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Applies knowledge of problem routing, tracking and escalation procedures.
  • Accepts and routes calls; Gathers problem information and records data in desktop tools
  • Monitors incident status and escalates cases that are not resolved in a specific time frame
  • Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction.
  • Act as single point of contact for Financial customers with Incident Management Services.
  • Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
  • Monitor networks for customers
  • Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
  • Resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
  • Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
  • Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
  • Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage

Job Requirements

  • A Bachelor degree in commerce, information technology, English literature or relative.
  • Fluency in English is a must
  • 0-1years of related experience¬†
  • Keyboard proficiency and understanding of Windows-based applications

Job Features

Job CategoryBanking & Contact Center, Information Technology (IT)
Job LevelEntry Level
LocationCairo
FunctionalitySales
Experience Required0+

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