Ø Provide technical point of contact for customers' incidents.
Ø Owns the resolution responsibility of the reported customer incidents or only with the help / intervention of other teams.
Ø Diagnose fault-related incidents by effectively utilizing software diagnostics and other network / product utility programs.
Ø Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
Performances escalations to different Problem Management teams in line with company procedure and incident / incident excellence.
Performance and own technical management escalations in line with company procedure and case excellence policy.
Reason for Outage (RFO) and service agreement
Ø Excellent customer service skills
Ø Interpersonal and communication skills.
Ø Time management.
Ø Ability to work under pressure and deal with multiple tasks.
Ø Problem solving skills.
Ø Language skills