Customer Service Specialist

at  TAWANTECH

CUSTOMER SUPPORT & ISSUE RESOLUTION

• Take ownership of the technical and functional delivery of Netiks products.
• Identify, classify, provide guidance, remedy for the issues reported to us by the Customer’s help desk
• Conduct a root-cause analysis and recommend a suitable solution to remediate the root cause of the indicative Incident(s).
• Provide information about the Identified Application environments to assist the Customer’s IT team with their change management process
• Classify and review minor application/solution enhancement requests.
• Detail the requirement with business users on need.
• Deploy the enhancements, Netiks will share the deployment package and will assist in deploying it in the clients’ environment.
• Management and monitoring of applications’ services, such as performance, uptime, or usage for the services related to Netiks developed application
• Data and application migration, including Data fixes or data remediation, for the data directly related to Netiks developed applications.
• Perform final products testing and ensure that products meet the business requirements.
• Ensure resources are made available for new product installation, setup and testing.
• Plan and prepare products delivery based on business requirements.

PRODUCT KNOWLEDGE & CUSTOMER RETENTION

• Knowing our products inside and out so that he / she can answer questions easily.
• Handle complaints, provide appropriate solutions and alternatives in line with the agreed Service Level Agreement (SLA).
• Follow the client’s office working hours and holiday schedule.
• Identify opportunities to enhance customer satisfaction and loyalty.
• Suggest improvements to service processes to enhance customer experience.
• Follow up with customers post-interaction to gauge satisfaction and offer further assistance.

REQUIREMENTS

• Bachelor’s degree in computer science
• Developer background
• Good knowledge in D365, MS SQL, MS SQL reporting
• Good knowledge in APIs and web applications
• Good knowledge in Windows scheduler
• Good knowledge of D365 deployment techniques
• Good knowledge of MS TFS and ADO
• Strong debugging skills with attention to details

• Customer focused • Excellent verbal and written communication and training skills

• Strong relationship and teamworking skills

• Decision making and problem-solving skills • Fluent in both languages English and Arabi

Please refer the Job description for details