Carlo Ocasion

Responsibilities are, but not limited to:

• Answers telephone inquiries from internal (Qatar Foundation staff) and external (Non-Qatar Foundation staff) customers regarding Human Resource, Procurement, Communications, Community Lifestyle, Health, Safety and Security
• Provides responses and proactive resolution to various email inquiries from internal and external customers
• Provides high level customer service and resolution to customers
• Acts as Subject Matter Expert for the contact center team - provides resolution for immediate decision and action for teammates.
• Helps manage and supervise the team in the absence of the Service Delivery Manager
• Coordinates workforce schedule planning and implementation

Responsibilities are, but not limited to:

• Supervises and coordinates the technical services team regarding end-user support.
• Provides on-site service machine maintenance and corrective repair services for both Toshiba and Sharp photocopiers.
• Oversees and manages the preventive maintenance and repair services for clients in coordination with the business support personnel.
• Updates the internal database regarding meter reading, monthly preventive maintenance and machine services, spare parts and consumable items delivery, in coordination with the business support personnel.
• Supervises the preparation and setup of new MFP machines to be delivered to clients.
• Establishes and maintains good client relation focused on client satisfaction.
• Provides technical reports to the management which is being used for but not limited to budget allotment, logistics, and stock forecasting.
• Proactively answers phone calls concerning requests for machine service calls, and consumable items requests.
• Attends to IT Services requests such as Networking and Desktop PC/Notebook repairs.
• Attends to customer/client escalations when deemed necessary to prevent dissatisfaction and promote customer/client retention.
• Collects and submits tender documents as necessary.
• Attends tender/bidding briefings as invited by prospected clients.
• Up-sells products and services based on clients’ needs.

Tasks are, but not limited to:

• Provides second level problem resolution for all incoming service inquiries and providing guidance to Level 1 Support Professionals. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems.
• Guides Level 1 Support Professionals in problem solving and using client provided resources.
• Proactively take escalations from customers who are dissatisfied, acting as the last turning point in reaching a resolution, and to make that the customers are satisfied with the rendered service.
• Gathers and analyzes data produced by Level 1 Technical Support Professionals wherein coaching and mentoring will be based. Devices action plans as to which the Level 1 Support Professionals agrees to. Follows up to the given amount of time based on the coaching session, and verify if the action plan worked and if the agent maintained, or improved performance.
• Mentors Level 1 Support Professionals to make sure that they perform and reach the goals set by client mandated standards.
• Trains Level 1 Support Professionals with newly released updates, training materials, and new system platforms from the clients (HP / Dell).
• Employ a high level of interpersonal and communication skills to defuse customer and agent frustration and move toward a resolution.