Abdellateef Ibrahim Email & Phone Number

Amman Governorate, Jordan

Amman Governorate, Jordan

- Present the value of our analytical solutions and products ( Speechlog Call Recording , Workforce Management & Performance Management Platform PMP ) to a variety of audiences from C- Level to end - users , and all levels in between. - Gather additional information about reported cases, and perform detailed case analysis by gathering logs, screenshots, and try to reproduce the problem if applicable. - Respond to the customers within the customers SLA and CRM response time with case status and expected actions. - Provide the customer with known workarounds and resolutions. - Implement UAT and execute Proofs-of-Concepts POCs. - Conduct customer on-site/remote product training. - Create final Site Configuration Document and Handover document. - Implement major updates and fixes that require onsite/remote involvement , including integration between Globitel products and third party sources,

Amman Governorate, Jordan

- Respond to inquiries from clients and communicate with vendors to help resolve any problems as 1st and 2nd line support.- Provide in-depth training in areas of expertise, general product knowledge, and integration through API " Rest Api , HTTP ".- Ensure the availability of technical infrastructure, systems, products, and services.- Handling complaints on several channels and ensure that the solution guaranteed within SLAand given KPI's.

Amman Governorate, Jordan

- Providing support and assistance to Customer Service Advisors in handling customer correspondences, perceiving spotted trends in customer enquiries .- Handling scheduling and resource allocation for Customer Service Advisors according to workload, required skills…etc.- Ensuring customer service operation activities and achieving customer service KPI’s on daily basis

-Maintaining and monitoring Enterprise customer , ETTH , FTTH and Broadband. - Provides technical solution to end users. - Troubleshoot system and network problems, diagnosing and solving problems -Related experience and training in troubleshooting and providing Online chat, Social Media and on emails in different shifts 24/7 - Worked as a Social Media Moderator on Facebook , Twitter for technical inquiries

Amman Governorate, Jordan

-Obtains client information by answering telephone calls; interviewing clients; verifying information. -Establishes policies by entering client information; confirming pricing.