Nour el refaee

Technichal account manger at Link Dot Net

• Egypt - Cairo
• My current job since March 2007

Technical Account Manager (@LinkDotNet) since 7/2010 to current
Technical Account Manager has been assigned to technically manage the account regarding support, following up on tickets, or trouble shooting issues, to guarantee service is delivered to customer at the optimum level. Also keeping record of all prior incidents faced by the customer, enabling faster solving of problems, and avoiding trial & error time-consumption. Full dedication and 24/7 direct reachability during any stage of the support cycle
TAM Job duties:
 providing an excellent customer experience for my strategic accounts, by anticipating and resolving customer issues in a manner that exceeds the customer expectations
 Develop and maintain strong working relationships with the customer, account manager, technical teams
 Available on phone 24X7 for customer escalation
 24X7 direct reachability during any stage of the support cycle
 Following up on customer trouble tickets and preparing incident reports for them upon request
 trouble shooting issue, and avoiding trial & error time-consumption
 keeping record of all prior incidents faced by the customer, enabling faster solving of problems
 communicating regularly (via phone and meeting customer monthly/quarter) with the customers to listen to their feedback and evaluate satisfaction
 Proactively identify upcoming needs and corrective actions to reduce the risk/impact of similar future problems by recommending technical solutions.
 Lead in sharing of best practices with all business and technical teams to enhance the quality and efficiency of customer support.
 Give my hand to the customer in the big crisis like (stolen cables incident) by supporting customer with alternative solution like (3G router) to keep him connected.
 Single point of contact.