AHMED KHALED

*Responsible for the customer support experience with Microsoft.
*Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
*Identify cases that require escalation (either technically or strategically).
*Create and maintain incident management requests for the product group/engineering group.
*Provide, knowledge sharing, technical coaching and mentoring for the Customers.
*Perform diagnostic tests, and fix Software Issues.
*Support business and enterprise customers remotely with all Office 365 technologies " Exchange Online, Identity, Teams and SFB, Outlook, Office, Commerce, SharePoint and OneDrive.

• Addressing customer complaints in a professional and courteous manner.
• Responding to Customer requests in the DACH region (by phone, email).
• Communicating changes, updates, delays, or complications with customers.
• Resolving payment, refund, and billing issues.
• Developing and executing sales campaigns using various sales tactics and focused messaging.
• Establishing and leveraging strategies with existing partners to gain market share.
• Working in a consultative manner to ensure expectations and success are achieved.
• Achieving performance metrics and consistently hitting quota.
• Ensure all business processes and policies are followed with precision, including but not limited to systems use, sales methodology, communication standards, etc.
• Troubleshooting technical setup issues or routing them to relevant teams.
• Executing daily outbound phone calls/emails, contacting decision-makers, building quick rapport, assessing needs and closing the sale.
• Own individual and team revenue quota for hardware and software products.
• Full Time

• Teaching german courses content for beginners, Intermediate and advanced Students "A1 to C1.
• Designing relevant classroom activities in any form of lesson plan.
• Go to class with all material needed for the session ( flash sticks, flash cards, analysis sheets, etc.
• Maintained a relaxing and motivating learning environment and a healthy working environment among colleagues.
• Providing regular feedback to the coordinators.
• Preparing lesson plans and teaching methods for each class, including topics such as music, language arts, or social studies.
• Providing one-on-one tutoring to students who need extra help in specific subjects or skills.
• Managing classroom behaviour and enforcing rules.
• Assessing students’ progress to determine if they are meeting their academic goals.
• Part Time

• Responsible for the customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)

• Provide the knowledge and expertise in a specific subject, business area, or technical area for a project.
• Manage engagement with SEEs, partner Technical Advisors and Product Engineering for Support-raised escalations.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, services team, and account team as needed to resolve complex customer issues.

• Responsible for the customer support experience with Microsoft.
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
• Identify cases that require escalation (either technically or strategically).
• Create and maintain incident management requests for the product group/engineering group.
• Provide, knowledge sharing, technical coaching and mentoring for the Customers.
• Perform diagnostic tests, and modify or repair Software Issues.
• Support business and enterprise customers remotely with all Office 356 technologies " Exchange Online, Identity, Teams and SFB, Outlook, Office, Commerce, SharePoint and OneDrive.
• FullTime

• -Identifying hardware and software solutions for all Navigation Devices designed by TomTom.
• -Troubleshooting technical issues for Nav 2, Nav 3, Nav 4, Nav 4.5 "Wifi" and for Mobile Applications as well.
• -Speaking to customers to quickly get to the root cause of their problem.
• -Providing timely and accurate customer feedback.
• -Talking customers through a series of actions to resolve a problem.
• -Following up with clients to ensure the problem is resolved.
• -Replacing or repairing the necessary parts.
• -Managing multiple cases at one time.
• FullTime

• -Answer incoming calls and respond to customer’s emails
• -Management and resolve customer complaints
• -Sell products and place customer orders in the computer system
• FullTime