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
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

Position: Incident Management Call Representative

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