Requirements

• 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

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