Business Solutions Support Engineer
- القاهرة
- عقد
- دوام كامل
- Own the acceptance and onboarding process for new Business IVR (010 Hotline) customers.
- Conduct orientation calls to guide customers through the service features, usage, and setup.
- Validate and obtain customer approvals for the final service configuration/design.
- Ensure all onboarding requirements and documentation are properly validated and completed.
- Ensure the Business IVR service is delivered in line with the customers' expectations and business needs.
- Collaborate with Sales and Technology teams to align customer requirements with solution design.
- Monitor service activation milestones and confirm successful go live.
- Handle customer queries, complaints, and requests related to 010 Hotline until closure during the onboarding and before starting the support.
- Conduct post-resolution follow-up calls to ensure satisfaction and confirm successful resolution.
- Proactively communicate with customers on progress and next steps.
- Work closely with Technology Backend Teams (e.g., Messaging, Cloud Operations, Security, Mobile Internet, APN Creation) to resolve issues.
- Ensure alignment between Business Solutions, Technology, and Sales for seamless delivery.
- Manage and track tickets related to Business IVR through mailbox/ticketing systems.
- Ensure incidents are resolved within SLA and escalate as necessary.
- Own unresolved tickets with backend teams until full closure.
- Capture customer feedback and recommend enhancements to improve Business IVR onboarding and service experience.
- Contribute to process improvements for onboarding and acceptance.
- Strong understanding of IVR technologies and customer onboarding processes.
- Excellent communication and customer orientation skills.
- Knowledge of ticketing systems, SLA management, and escalation processes.
- Ability to work cross-functionally with Technology, Sales, and Operations.
- Problem-solving mindset with attention to detail.