19454
Service Desk Technical Support Specialist
Syriatel Mobile Telecom S.A.
Syria
Damascus
Full time
Not Specified
Bachelor/ License Degree
1. Investigate and diagnosis unresolved incidents escalated from front liner related to (System transaction, Access permission, Payment, Stock management, POS service, Broadcast) according to customer incident solving policy.
2. Analyze incident that require refund due to system error and send the refund request to the concerned parties in Finance Department.
3. Enter accurate and clear data about each handled incident on the related system.
4. Analyze technical problem root cause analysis and suggest the best solution to avoid any repetition and major technical impact to the customers.
5. Provide front liners with complete and accurate feedback about the actions applied to solve the incident.
6. Update Knowledge Error Database as per diagnosis and resolution of incidents.
7. Keep records about the corrective and preventive actions applied to solve customers’ complaints.
8. Analyze coding problems by reproducing client issues in the test environment.
9. Trouble shoots issues server-side, including analyzing & application logs to identify root cause or follow up the solution with concerned departments.
10. Solve technical core network related complaints directly (when applicable)or follow up the solution with concerned departments.
11. Suggest the needed enhancement and new initiation for network and coverage depending on customer complaints.
12. Solve customers' complaints received by Customer Service effectively and timely as per related policies and procedures and any delay in solving the complaints would be subject to disciplinary action.
2. Analyze incident that require refund due to system error and send the refund request to the concerned parties in Finance Department.
3. Enter accurate and clear data about each handled incident on the related system.
4. Analyze technical problem root cause analysis and suggest the best solution to avoid any repetition and major technical impact to the customers.
5. Provide front liners with complete and accurate feedback about the actions applied to solve the incident.
6. Update Knowledge Error Database as per diagnosis and resolution of incidents.
7. Keep records about the corrective and preventive actions applied to solve customers’ complaints.
8. Analyze coding problems by reproducing client issues in the test environment.
9. Trouble shoots issues server-side, including analyzing & application logs to identify root cause or follow up the solution with concerned departments.
10. Solve technical core network related complaints directly (when applicable)or follow up the solution with concerned departments.
11. Suggest the needed enhancement and new initiation for network and coverage depending on customer complaints.
12. Solve customers' complaints received by Customer Service effectively and timely as per related policies and procedures and any delay in solving the complaints would be subject to disciplinary action.
1. Education: Bachelor Degree in IT / computer engineering.
2. Experience: 1 Year in IT / Telecommunication is plus.
3. Professional Certification: N/A.
2. Experience: 1 Year in IT / Telecommunication is plus.
3. Professional Certification: N/A.
1. Computer/IT Skills:
1.1 Word: Fair.
1.2 Excel: Good.
1.3 Others: Oracle SQL is a plus.
2. English Level:
2.1 Conversation: Fair
2.2 Writing:. Good.
2.3 Comprehension: Good.
1.1 Word: Fair.
1.2 Excel: Good.
1.3 Others: Oracle SQL is a plus.
2. English Level:
2.1 Conversation: Fair
2.2 Writing:. Good.
2.3 Comprehension: Good.
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Syriatel has been leading the Syrian mobile telecommunication market since 2000. The company has successfully established its reputation by focusing on customer satisfaction and social responsibility.
3
Jun 20, 2019
Jul 20, 2019
English