Experience as Technical Support Specialist

• Employer

  Etisalat - UAE

• From

  19 September 2008

• To

  02 February 2020

• Detail

  - Providing 2nd line technical support within a call centre environment to customer inquiries in a courteous and professional manner while providing the highest level of customer service primarily, via telephone/email & chat.
  
  - Suggesting best solutions over telephone to solve TCP/IP communication and networking problems. Diagnosing and resolving network problems. Troubleshooting of all aspects of elife service containing IPTV, Internet and landline services.
  
  - Identifying opportunities for upselling/cross-selling products to residential/business customers and accordingly processing the paperwork involved, entering details in CRM and issuing the service requests.
  
  - Managing and providing end to end resolution for issues raised through internal ticketing system. Proactively monitoring & identifying gaps in the services provided by the company & accordingly analyzing, escalating incidents to different technical teams and managing them to ensure resolution within agreed SLAs.
  
  - Assisting customers with selection & set up of webhosting/virtual mail packages offered by the company & tailoring them as per customer requirements in terms of services configuration and maintenance.
  
  - Providing support (configuration, testing, troubleshooting) to installation technicians during provisioning of services at the customer premises which include configuration of different network elements at the exchange side, such as Optical Network Terminals, Splitters, OLTs, etc within the GPON network and remote configuration of the routers & switches installed at clients premise.
  
  - Training new employees on the products, services, processes & standard operating procedures in order to be aligned with the company’s policies, mission and vision.