Summary

Maintain appropriate systems workflow in coordination with IT by handling all problem tickets and recommendations for development.

Key Responsibilities

  • Analyze, prioritize, and follow up help tickets and requests for assistance received from Customer Care Employees related to Korek systems and applications.
  • Track problems related to systems used by Customer care, follow them up till they are solved.
  • Send announcement related to system updates or failures to Customer care employees.
  • Report system existing or potential problems and bugs and suggest the needed corrective / preventive actions.
  • Coordinate with IT to define, modify and disable access permissions and privileges to systems and applications used by Customer care.
  • Receive and review requests for system reports from Customer Care Department, follow them up with IT Department, authenticate their results before posting them.
  • Forecast and monitor the effects of planned outages that affect systems used by Customer care or services used by customers to initiate the actions needed to minimize that effect.
  • Act as focal points for all technical projects related to customer care department.

Competencies

  • Good communication skills
  • Good command of English
  • Good interpersonal skills to handle sensitive and confidential situations
  • Adept in use of MS Office particularly Excel and Access
  • Planning & analyzing skills
  • Problem Solving
  • Reporting skills
  • Ability to work well under pressure

Work Experience

Education

Bachelor Software Engineering

Language

  • Kurdish (required)
  • English (required)
  • Arabic (preferred)

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