• Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams.• Ensuring reviews are fully documented and actions are raised and fulfilled.• Being involved in changes to the service operation tools, processes, and working practices.• Provide day-to-day operational support including responding to incidents, service requests and tasks related to Windows Operating system and MacOS.• Follow-up with service… Show more • Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams.• Ensuring reviews are fully documented and actions are raised and fulfilled.• Being involved in changes to the service operation tools, processes, and working practices.• Provide day-to-day operational support including responding to incidents, service requests and tasks related to Windows Operating system and MacOS.• Follow-up with service requests received on the Company Help desk ticketing system and solve them according to the agreed SLA.• Diagnose and troubleshoot Apple Mac software, hardware and networking problems/issues and aid with the issued. Show less

Deliver and coordinate to guidelines whilst taking care of incominginquiries and identifying the appropriate action to be undertaken e.g. handle service requests, troubleshoot customer software issues, identify and resolve technical issues proactively.

Work as part of a team to ensure offering world-class customer service at all times for customers/potential customers in the US and Canada. Provided support based on customer need (Sales orders, technical support, subscriptions, billing,...etc.)

Connected with customers and the store’s team. Keep myself up to date with the latest products and services on offer. Cross and up sell products and services at every given opportunity. Handle challenges presented by customers in a positive manner, share and follow them up within the team with seniors, Carried out in a pro-active manner varied tasks that were assigned using the various IT systems within the company.