Customer Support Specialist

The Customer Support Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations Account Managers Development and Product Teams while also managing interactions with customer contacts globally. This role ensures that customer requests and incidents are addressed in line with contracted SLAs and quality standards. Responsibilities include incident management service continuity reporting and other tasks to meet business needs. The role aims to deliver excellent customer experiences and manage realtime service levels producing weekly and monthly schedules calls and reports.

Main Areas of Responsibility

Strategic Responsibilities

1. Quality Assurance and Optimization Enhance endtoend diagnostics and resolution before involving concerned parties. Help archive communications and transactions using relevant sources and processes. Participate in designing and developing efficient customer processes by providing input and creating reports.

2. Customer Service Excellence Ensure the department provides World Class Customer Service at all times. Keep communication channels with technical developments in CEQUENS platforms open and relay necessary updates to customers. Manage ongoing relationships with internal and external customers with a focus on worldclass communication.

Operational Responsibilities

1. Incident and Service Continuity Management

o Receive and handle incidents promptly ensuring detailed and timely responses.

o Follow Incident Management best practices including SLA escalations and lifecycle management.

o Troubleshoot incidents before escalation and stay updated on technical developments.

o Properly communicate and keep informed of system outages globally.

2. Documentation and Reporting

o Follow the documentation process and stay informed about updates.

o Consolidate global/regional reports for customers and ensure timely delivery to agreed quality standards.

o Produce the weekly and monthly schedules calls and reports.

3. System Monitoring and Innovation

o Monitor all system/traffic behavior for any irregularities.

o Participate in daily/weekly review meetings with account management customers and team members.

o Schedule adhoc training requests in consultation with relevant areas.

o Ensure efficient and effective dissemination of information to the team.

4. Team Coordination and Training

o Participate in daily/weekly review meetings with account management customers and team members.

o Schedule adhoc training requests in consultation with relevant areas.

o Ensure efficient and effective dissemination of information to the team.

Experience

Minimum of 23 years of experience in customer support ideally within the telecom or technology sectors.

Proven ability to coach and lead a customer support team effectively.

Education

Bachelors degree in Business Information Technology or a related field.

Skills

Strong communication skills to effectively manage customer and team interactions.

Excellent problemsolving skills to efficiently resolve customer issues and improve service processes

Required Experience:

Unclear Seniority