Position title
Incident Management Call Representative
  • Accepts and routes calls; Gathers problem information and records data in desktop tools
  • Monitors incident status and escalates cases that are not resolved in a specific time frame
  • Required to identify the training needs of the agency through attending training sessions; also responsible for maintaining records of training needs
  • Clearly, understand the deliverables of managed services for each customer and contribute proactively so as to accomplish the goal of customer satisfaction; Suggest ways and means motivate/improve vendor performance
  • Act as single point of contact for Financial customers with Incident Management Services; Schedules customer installation activity
  • Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
  • Monitor networks for customers
  • Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; escalate both internally and externally, when required, according to defined escalation paths
  • Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
  • Research, resolve and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
  • Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
  • Participate in team projects that enhance the quality or efficiency of help desk service
  • Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
  • Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
  • Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage
  • A Bachelor degree in commerce, information technology, English literature or relative.
  • Keyboard proficiency and understanding of Windows-based applications/tools;
  • Applies knowledge of problem routing, tracking and escalation procedures; Applies knowledge of data entry software applications and related desktop tools

Position: Incident Management Call Representative

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Job Location
Giza, 00000, Giza, Giza
IT Services
Career Level

Entry Level

Duration of employment

0-1 years

Job Type
Full Time

Language: Fluent English

Base Salary
EGP Confidential
Working Hours
Rotational Shifts (2 Days OFF)

15 Open Vacancies

Date posted
March 25, 2019
April 30, 2019

Offer ended on April 30, 2019