Key responsibilities:
Customer Satisfaction
- Proactively communicate any service related issues with partner clients
- Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience
- Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
- Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology
- Identify, assess, and communicate clients’ needs to enhance satisfaction levels
- Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes
- Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed
Client Experience & Retention
- Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention
- Recommend potential services by collecting customer information and analyzing customer needs
- Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value
- Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints
- Build and maintain strong relationships and trust with new and existing accounts
- Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value
Service Improvement
- Prepare, recommend, and implement service improvement initiatives for the client portfolio
- Enhance client retention through quarterly Strategic Client Meetings for assigned accounts
- Identify, evaluate, and recommend improvement options, implementing them when required
- Document minutes of client meetings, outline resolution plans, and provide feedback to clients
- Attend all internal partner service review meetings
- Improve client solutions, document client setups, and deliver quality reporting
- Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services
QUALIFICATIONS, SKILLS AND EXPERIENCE
- Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline
- Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions
- Practical experience with large enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, VC, and VOIP
- 3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance
- Customer service skills and training with strong oral and written communication abilities
- Excellent organizational skills
To thrive in this role, you need to have:
- Self‑driven and result‑oriented
- Strong customer support and client‑relationship skills
- Effective verbal and written communication skills
- Strong focus on building internal and external relationships
- Willingness to learn new things and share knowledge
- Team player
- Confident and decisive
- Strong problem‑solving and analytical skills
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