Solution & Digitalization Coordinator

Solution & Digitalization Coordinator supports the development and enhancement of

digital tools, automation processes, and service management improvements. The role

assists in analyzing data, documenting workflows, coordinating with crossfunctional

teams, and contributing to digital transformation initiatives within the Service

Management Unit.

Digitalization & Automation Support

 Assist in identifying manual processes that can be automated or digitalized.

 Support the development and rollout of simple automation workflows and digital

tools.

 Help maintain and update digital dashboards, forms, and tracking systems.

 Participate in testing new digital solutions and documenting issues or

improvements.

 Coordinate with system developers to gather requirements and track progress on

digital enhancements.

 Assist in monitoring system performance, user feedback, and adoption of digital

tools.

 Support data cleansing, data accuracy checks, and digital record maintenance.

 Help prepare user guides, process documentation, and basic training materials

for new tools or platforms.

 Maintain documentation of standard operating procedures, governance

requirements, and compliance checklists.

 Help generate basic reports, visual dashboards, and trend summaries.

 Support initiatives aimed at improving service quality and turnaround times.

 Coordinate communication and follow-up activities between departments to

ensure alignment.

 Support efforts to enhance the endtoend service delivery cycle through digital

tools and optimized workflows.

 Assist in tracking progress on improvement initiatives and preparing updates for

management.

Qualifications:

 Bachelor’s degree in IT, Business, Engineering, or related field.

 3–5 years of experience in service management or digitalization roles.

 Strong analytical, communication, and crossdepartment coordination skills.

 Knowledge of ITIL or similar frameworks is a plus.

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Customer Experience Agent

Department: Service Management Unit

Role & Responsibilities

Customer Experience Agent is responsible for providing frontline support to customers

by addressing inquiries, resolving basic service issues, and ensuring a smooth and

positive interaction experience. The role focuses on maintaining high customer

satisfaction, documenting interactions accurately, and coordinating with internal teams

to ensure timely issue resolution.

Customer Support & Issue Handling

 Serve as the first point of contact for customer inquiries through phone, email, or

digital channels.

 Assist customers by providing accurate information, troubleshooting basic

service issues, and escalating complex cases as needed.

 Ensure timely and professional handling of customer complaints, requests, and

follow-ups.

 Log all customer interactions in the system with clear and accurate details.

Customer Experience Enhancement

 Monitor customer satisfaction levels and help identify recurring issues impacting

service quality.

 Gather customer feedback and share insights with relevant teams to support

service improvements.

 Support customer experience initiatives to enhance overall service perception

and user journey.

 Educate customers on available services, digital tools, and processes to improve

their experience.

Service Quality & Process Support

 Follow standard operating procedures to ensure consistent and high-quality

service delivery.

 Assist in updating customer-facing guidelines, FAQs, and communication

materials.

 Help identify areas where processes can be simplified for better customer

experience.

Coordination & FollowUps

 Coordinate with internal teams (Service Delivery, Sales, IT, Finance, Product,

NOC, and others) to ensure timely resolution of customer issues.

 Track open cases, pending actions, and ensure all tasks are closed within agreed

timelines.

 Escalate unresolved matters to supervisors and maintain clear communication

until resolution.

Data Entry & Reporting

 Maintain accurate customer records across systems and update case statuses

regularly.

 Assist in preparing simple reports related to customer feedback, common issues,

and service performance.

 Support data collection for customer experience analysis.

Digital Tools & Customer Engagement

 Use digital platforms (CRM systems, ticketing tools, customer portals,

dashboards) to manage interactions and track service requests.

 Provide basic guidance to customers on how to use digital systems and self-

service tools.

 Report system issues or customerfacing digital challenges to the relevant team.

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NOC Engineer

Location: Jordan

This position is responsible for handling all types of customer’s complaints, ensuring

that customer complaints are resolved within the MTTR objective and as per SLAs.

Maintaining close monitor on the email correspondence from corporate customers and

ensure timely response from the NOC and follow-up and ensure customer satisfaction.

Role & Responsibilities

• 24x7 NOC operation for support to Corporate and SMB

customers.

• Coordination with clients or other providers to ensure

speedy resolution of complaints.

• Handling of customer complaints

• Provide technical support

• Troubleshooting