senior product support specialist
equiti
مجموع سنوات الخبرة :13 years, 1 أشهر
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o Laise with the projects and resources manager on daily basis regarding the project management issues.
o Write letters and send them to appropriate bodies, and receive incoming mails
o Create specific strategies for easier and effective execution of projects
o Maintain contacts with potential stakeholders who may be interested in investing in projects
o Supervise tasks assigned to project workers as instructed by the director
o Supervise project workers and ensure that they stick to project specification and guidelines
o Keep records of all information related to project for documentation, clarification and presentation to management
o Draft project proposal ideas and present them to the director with convincing proof for approval
o Intermediate between the director and other workers to prevent agitations that may hinder the smooth flow of project execution
o Monitor and control financial expenditure of projects in coordination with the section .
o Assists in developing alternative plans in coordination with the department to utilize the balance of funds remaining after the completion of the projects.
o Collects data and information on the progress of project implementation for use in regular monitoring report .
o Establish a project landing page for each new project in MS Project Online (Project site), that contain online version of schedule to enable enterprise reporting and different project management views .
o Provide first line support for any information technology issues and problems
o Provide assistance by phone, email and/or using a ticket management system.
o Help manage the deployment, configuration and security of desktop and mobile computing devices and peripheral devices.
o Troubleshoot desktop and notebook/tablet hardware, peripherals and equipment as necessary
o Liaise with vendors pertaining to repairs of computers
o Assist in the documentation of ICT policies and procedures and prepare correspondence for staff, parents or students as required
o Assist with compilation and management of ICT asset registers
o Proactively manage stock levels of consumables, spares and replacement equipment.
o Address and resolve basic incidents and requests; logging all incidents and requests
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o Create a positive customer support experience, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a consummately professional attitude
o Work collaboratively with the IT team and perform other duties as requested by the ICT Director.
o Compares the planned activity levels of agents to actual activity levels throughout the day. Also
provides a real-time view of forecasted and actual call volumes, handle times and other key
performance indicators.
o Monitoring and analyzing key performance indicators and trends to reforecast, reschedule and
adjust staffing.
o Track and compare forecasted and actual call center statistics, as well as schedule overtime or
time off during high and low call volume situations. Evaluate adherence and take the necessary
actions.
o Answer phones and respond to customer requests.
o Provide customers with product and service information.
o Identify, research, and resolve customer issues using the computer system.
o Recognize, document and alert the supervisor of trends in customer calls.
Thesis with the Title Of The Effect of Competitive Intelligence on Strategic Orientation An Empirical Study on the Jordanian Cellular Telecommunications Firms
EDUCATION
