Represent the technical focal point for local customers along with our international partners customers
Handle the day-to-day interactions related to fixed solutions trouble tickets (TT) received via different channels either calls or mails or automatically created by the system in a professional way considering resolution SL., setting priority for long durations TTs and repeated TTs
Follow all the troubleshooting steps isolating the issue and escalate them to the concerned parties in order to solve these problems according to the SLA
Act as service manager for high value customers
Provide the customers with a world class standard of support
Accountable for monthly operational reports for different fixed solutions services
