• 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