Regional Technical Analyst/Lead
Sony
Total years of experience :9 years, 9 Months
Responsible to lead L2 team (take care of the agents’ concerns and export their numbers and reports)
Maintain the service level for all L2 queues (technical and none-technical))
\[1/2012 - 1/2013\] \[2nd level support back office, Tier 2\]
\[Sykes, EU Support\].
Responsible to handle the technical queues and resolve all the technical cases then dispatch it back to the owner within a 24 hours service level.
Do the needed researches and investigations to resolve these cases.
Escalate to the regional L3 team if needed.
Joining weekly calls with the regional L3 team to discuss the technical issues and updates.
Taking the customers’ calls and provided the needed support according to the policy and the quality attributes.
Solve the customer’s technical issues over the phone by providing the correct troubleshooting steps and checking the available knowledge base.
Escalate the case to higher level when needed.
Follow up with customer until issue is resolved and case is resolved.
Used to be the top achiever for last six months.
Responsible for network administration internally.
Provide network services for customers onsite.
Implement some new HW devices (Desktops, network printers, IP Cams) on site.
Impalement some Software or operating systems onsite.
On call support.
MegaNet Internet Center\].
Responsible to help customers by providing the needed support, using search engines, internet access, network and
Responsible to sale and market the technical services and products that GlosyTech used to provide.
Explain the benefits of these technical services.
Discover what the customer needs to present the technical services accordingly.
Discuss the technical details for the tech service and products and answer all tech questions.
That was my own place, so I was responsible to manage the whole place in terms of technicalities, managements and financially.
The center was providing different services \[HW Support, SW support, internet services, … etc