Customer Service and Support:
• Respond promptly to customer inquiries and product delivery requests.
• Interact with customers through various channels, including phone and email.
• Address customer questions regarding products and support services.
• To work on Helpdesk related activities like tickets opening & closing, clearing system, follow up on sent service quotations, maintaining service reports and work order management, verifying, and segregating and closing the final tick via email by sending a message totes.
Contract Management:
• Execute detailed checks on new purchase orders, ensuring correct processes are followed.
• Follow up on contracts to ensure financial accuracy and system coordination.
• Assist clients in navigating contract-related issues.
Vendor Relationship Management:
• Provide customers with licenses and support from various vendors, including Cisco, Palo Alto, Fortinet, DELL EMC, Trend Micro, Checkpoint, Kaspersky, Nozomi, F5, LogRhythm, Rapid7 and others.
• Open and manage support cases online, via phone, and through email with vendors.
Communication and Documentation:
• Act as a liaison between employees, management, and external clients.
• Discuss project updates, estimates, and concerns with project operations.
• Ensure proper documentation of service and sales invoices.
Operations and Logistics:
• Create Return Merchandise Authorization (RMA) orders and handle hardware return to vendors.
• Oversee help desk activities, including ticket opening and closing, system clearing, and maintaining service reports.
• Verify, segregate, and close final tickets via email communications.

• Processed and verified customer orders for FTTH, FTTB, and FTTX using CRM/mainframe systems and U2000.
• Provided efficient end-user support via call distribution, remote connections, and Internet communication.
• Interacted with customers to address inquiries, concerns, and requests related to products and services.
• Diagnosed and remotely resolved technical software issues, including internet connectivity and email clients.
• Identified and escalated priority issues per client specifications, redirecting problems to appropriate resources.
• Offered alternative solutions to retain customer business and ensure satisfaction.
• Demonstrated technical and professional expertise for effective job performance.
• Utilized social media platforms (Twitter and Chat) for customer engagement and support.
• Managed back-office tasks, including SADAD monthly payments, and addressing CITC complaints.

• Supervised 24-hour ATM services across Saudi Arabia and the GCC for a prominent Saudi Bank.
• Managed all aspects of ATMs, providing technical assistance for various products.
• Oversaw key responsibilities in sectors like Banking, Telecoms, and the private sector.
• Created accurate business quotes and service quotations, adhering to service-level agreements.
• Led and managed the field service team to ensure timely task completion and prevent SLA breaches.
• Acted as an interface between departments, maintaining workflow and resolving operational issues.
• Handled help desk activities, including ticket opening/closing, system clearing, and work order management.
• Supervised 24-hour ATM services across Saudi Arabia and the GCC for a prominent Saudi Bank.
• Managed all aspects of ATMs, providing technical assistance for various products.
• Oversaw key responsibilities in sectors like Banking, Telecoms, and the private sector.