Osama Elgapry

Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.

Leading a team of customer service representatives in handling inquiries from customers, clients, or vendors about products or services. Ensuring that all issues are resolved in a timely manner by communicating with other departments within the organization as needed to resolve issues. Interviewing new candidates for positions on the team to ensure they have the right skillset for the job. Participating in meetings with management to discuss customer needs and concerns.

Respond to Service Desk calls and emails in line with SLA terms. Log and provide first-level online support for tickets using ITSM application. Escalate unresolved tickets to second-level support teams and monitor all open tickets. Close resolved tickets using ITSM application.