Technical Advisor Specialist
Zain - Jordan
Total years of experience :7 years, 8 Months
• Provided technical assistance to customers subscribed to Enterprise, Broadband, ETTH, FTTH, and Hosting services.
• Assisted customers with billing inquiries and service terms and procedures.
• Resolved customer issues efficiently by providing guidance and recommending appropriate solutions.
• Conducted various campaigns to enhance customer experience and satisfaction.
• Stayed updated on new services and products offered by Zain and competitors through continuous learning.
• Promoted Zain's offers, products, and services by understanding customer preferences and needs.
• troubleshooting between different hardware components or software programs, and complex problems about networking protocols such as TCP, IP, and
Ethernet technologies.
• Provided technical support to internal and external customers via phone, email, and remote access tools.
• Resolved conflicts between different hardware components or software programs, and complex problems about networking protocols such as TCP, IP, and Ethernet technologies.
• Trained new employees on how to use the companys technology resources effectively.
• Developed knowledge base documents to assist with troubleshooting procedures.
• Handle and resolve escalated helpdesk tickets and activities according to service-level agreements and departmental policies.
• Escalate issues to the IT Manager and/or vendor when needed.
• Maintain professional and positive vendor relationships.
• Assist the IT Manager in creating relevant IT Policies.
• Manage all matters related to own area in accordance with local legislation.
• Assist the IT Manager in preparing a business continuity plan and implementing related procedures for disaster recovery of Systems and related applications.
• Work with the IT Manager and the IT team in developing departmental and individual objectives, implementing related objectives as assigned.
• Ensure full security and data integrity of all assigned Systems.
• Stay updated on new technologies and identify opportunities for increased efficiency for the Store.
• Provide specialist perspective advice to the IT Manager in areas related to job function.
• Ensure adherence to IKEA Standards according to rules and guidelines in own country.
• Collaborate with other IT Department Staff on preventive maintenance for all IT Equipment in the Store.
• Keep track of all Licenses, Upgrades, and Support for Store Infrastructure.
• Assist with maintaining the IT equipment inventory up to date.
• Participate as part of the IT resources for the Store in all projects involving some component of IT.
• Work with the Learning and Development team and Super Users to plan the education and training of co-workers on relevant Systems and Software from a technical perspective.
• Prepare reports on related areas as requested by Management.
• Resolved customer issues and complaints, driving sales through referrals.
• Provided product and service information, & promoted excellent service.
• Coordinated with colleagues, & offered feedback on service efficiency.
• Handled complaints, operated equipment, & ensured accurate transactions.
• Complied with safety, hygiene, and service standards.
• Followed up with customers to support satisfaction and resolve any issues.
• Provided accurate information regarding product features and benefits.