Job Opportunity in Jordan as a Technical Services Management Advisor

Unifonic offers a job opportunity in Jordan as a 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. You 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. 

Your responsibilities include but are not limited to:

1. Perform requested tasks, reporting, incident management, request fulfilment and any other business originated ad-hoc tasks.
2. Orchestrate the Monthly and/or weekly scheduled Calls, Reports, and all operational customer requirements.
3. Reproduce technical issues to determine the root cause of the problem and to find workarounds and solutions.
4. Monitor the system and measure the performance of the product and recommend changes to improve the overall quality of the service.
5. Write scripts to automate operations and server management.
6. Coordinate with other teams to provide assistance in identifying, reporting, and resolving defects.
7. Author, edit, publish and maintain an online knowledge base of known issues/solutions.

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You must have:

• From 1 to 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.
• Process analysis and optimization knowledge.
• Excellent Customer Service orientation.
• 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.

About Unifonic:

Unifonic was founded in 2006 to provide cloud-based communication tools to business customers and enables integration of text and voice-based solutions through its API platform. Therefore, Unifonic eliminates the need for costly hardware infrastructure making business communication simple, fast, and cost-effective.

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