Partner Support Engineer (L3)

Key responsibilities:

Customer Satisfaction

Proactively communicate any service-related issues with partner clients

Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience

Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution

Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology

Identify, assess, and communicate clients’ needs to enhance satisfaction levels

Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes

Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed

Client Experience & Retention

Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention

Recommend potential services by collecting customer information and analyzing customer needs

Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value

Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints

Build and maintain strong relationships and trust with new and existing accounts

Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value

Service Improvement

Prepare, recommend, and implement service improvement initiatives for the client portfolio

Enhance client retention through quarterly Strategic Client Meetings for assigned accounts

Identify, evaluate, and recommend improvement options, implementing them when required

Document minutes of client meetings, outline resolution plans, and provide feedback to clients

Attend all internal partner service review meetings

Improve client solutions, document client setups, and deliver quality reporting

Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services

QUALIFICATIONS, SKILLS AND EXPERIENCE

Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline

Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions

Practical experience with large enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, VC, and VOIP

3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance

Customer service skills and training with strong oral and written communication abilities

Excellent organizational skills