Technical Services Management Advisor

  • Client Operations
  • Amman, Jordan

Technical Services Management Advisor

Job description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touchpoint throughout the customer journey.


Technical Services Management Advisor

The Client Operations team at Unifonic is looking for an attentive and charismatic Technical Services Management Advisor to be responsible of liaising between Support functions and Internal stakeholders (Account Managers, Carrier Management, Engineering Team, Product Team, etc..); and communicate effectively with Customer’s contacts ensuring requests and incidents are handled within the contractual agreed service levels. In this role, you will be responsible for delivering Unifonic promised world class customer experience by ensuring Service Levels are being managed with its direct impact on Customer Satisfaction scores.
The successful candidate will work on delivering Unifonic promised world class customer experience, ensuring Service Levels are being managed with its direct impact on Customer Satisfaction scores, orchestrates the Monthly and/or weekly scheduled Calls, Reports, and all operational customer requirements. The responsibilities of the Technical Services Management Advisor include but are not limited to:


  • Perform requested tasks, reporting, incident management, request fulfilment and any other business originated ad-hoc tasks.
  • Orchestrate the Monthly and/or weekly scheduled Calls, Reports, and all operational customer requirements.
  • Communicate professional and positive Unifonic Team image, by always reaching a strong relationship with all stakeholders and Unifonic customers.
  • Reproduce technical issues to determine the root cause of the problem and to find workarounds and solutions.
  • Monitor the system and measure the performance of the product and recommend changes to improve the overall quality of the service.
  • Build and maintain operations tools for monitoring, notifications, trending, and analysis.
  • Write scripts to automate operations and server management.
  • Coordinate with other teams to provide assistance in identifying, reporting, and resolving defects.
  • Author, edit, publish and maintain an online knowledge base of known issues/solutions.

Requirements

  • 1-4 years of experience in the IT/Telecommunication field with direct customer contact.
  • Bachelor's Degree in Computer Engineering, Software Engineering, or any other IT-related field.
  • Experience in handling SLA agreements and related KPIs.
  • ITIL - foundation certified.
  • Basics of Moderation and Communication technics.
  • Process analysis and optimization knowledge.
  • Excellent Customer Service orientation.
  • High social competence.
  • Ability of evaluating problems/issues from different perspectives.
  • Excellent Presentation and business writing skills.
  • Fluent in English with excellent writing/editing and verbal communication skills.