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Business Solutions Support Engineer

Egypt

Role Purpose:

The role is responsible for managing the acceptance and onboarding of new customers for the Vodafone Business IVR (010 Hotline) solution. This includes ensuring the service is delivered as per customer requirements, conducting onboarding/orientation calls, and acting as the primary point of contact to guarantee a smooth activation journey and excellent customer experience.

Key Responsibilities:

Customer Onboarding & Acceptance :

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.

Service Delivery:

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.

Customer Support & Experience:

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.

Cross-Team Collaboration:

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.

Issue Resolution & SLA Adherence:

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.

Continuous Improvement:

Capture customer feedback and recommend enhancements to improve Business IVR onboarding and service experience.
Contribute to process improvements for onboarding and acceptance.