Act as first point of contact with the customer for open cases.
Rapidly responding to the customer with case status and expected actions and their times
To provide the customer with known workarounds and resolutions
If the customer request is an Enhancement request, then the case shall be forwarded to the appropriate Sales Account manager, upon collecting the sufficient reporting requirements
If the TS fails to close the issue in expected resolution time according to escalation rules, then s/he must escalate customer Cases to the appropriate Senior TS, and follow up on the case to assure proper closure
To escalate non resolved issues to team leader for a proper action
To log the case in the knowledge base database illustrating the problem and the resolution
To assist in installing patches/fixes through VPN connection, and update the Site Map Document
Communication with presales department, and accepting site structure.
Communication with PM for project related issues, (PIP, deliverables, acceptance, project closure)
Site inspection and creating SRD, and communicate it with customer and PM.
Creating final Site Map (Site Configuration Document) Handover document.
Installing and activating Globitel Products inside and outside Jordan.
Implementing ATP on site after each installation.
Conducting customer on site product training.
Contacting Product Specialist for any problem, inquiry, fix or update needed on each implementation
Implementing major Updates / Fixes that require onsite involvement.
Following up on the implemented site until there are no pending issues