هيثم معمر

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Acted as a key point of contact between the company, employees, clients, and the wider community.
• Contacted potential clients via phone calls to introduce services and build professional relationships.
• Provided support and information to clients, ensuring a positive customer experience.
• Maintained clear and professional communication to strengthen client engagement and trust.
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Assisted in representing the companys outsourcing services and brand image.

• Troubleshoot 4G, 5G, and fiber connectivity issues for residential and enterprise customers,
ensuring minimal downtime and high customer satisfaction.
• Utilize advanced diagnostic tools to monitor and analyze network performance, identify faults, and
implement corrective actions.
• Perform real-time network analysis to detect anomalies and proactively resolve potential service
disruptions.
• Escalate complex or unresolved issues to Tier 2/3 support or engineering teams, ensuring timely
resolution and adherence to SLAs.
• Maintain detailed documentation of cases, solutions, and recurring network issues to contribute to
the knowledge base and process improvement.
• Respond to customer inquiries regarding membership details and billing issues, providing clear
explanations and timely resolution to ensure customer satisfaction and account accuracy.

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Answer customer inquiries via live chat, maintaining a 95% satisfaction rate.
• Resolve product issues, process orders, and manage returns/exchanges, contributing to a 15%
decrease in customer complaints.
• Train new employees on customer service protocols, improving team efficiency.
• Collaborate with sales and inventory teams to ensure accurate product information.

• Provide technical support and troubleshooting for hardware, software, and network issues.
• Respond to and resolve help desk requests via phone, email, or in-person.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Assist with onboarding new employees by setting up accounts, workstations, and necessary software.
• Monitor and maintain network infrastructure, including routers, switches, and firewalls.
• Ensure the security and privacy of networks and computer systems.
• Collaborate with other IT team members and departments to resolve complex issues.
• Participate in IT projects, including system upgrades, migrations, and new technology implementations.
• Track and manage inventory of IT assets and equipment.

• Provide technical support and troubleshooting for hardware, software, and network issues.
• Respond to and resolve help desk requests via phone, email, or in-person.
• Install, configure, and maintain computer systems, printers, and other peripherals.
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Assist with onboarding new employees by setting up accounts, workstations, and necessary software.
• Monitor and maintain network infrastructure, including routers, switches, and firewalls.
• Ensure the security and privacy of networks and computer systems.
• Participate in IT projects, including system upgrades, migrations, and new technology
implementations.
• Track and manage inventory of IT assets and equipment.
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