Discover Graduate Program | Customer Excellence | 2027
Vodafone · EG
Together We Can
Discover global graduate program is a 12 month program to accelerated development that enables talented fresh graduates to develop and grow within Vodafone Egypt. Ultimately these extraordinary graduates become Vodafone’s future leaders through; customized job rotations in the Customer Excellence department, challenging business exposure, continuous learning journey/development, & corporate networking.
Who can apply?
Fresh graduates with an outstanding academic record (Fresh Grads: any graduates of the year 2025, or 2026 or January 2027, as for males who completed their military service either in 2024 or 2025
A fresh graduate with diverse extracurricular & internship experiences
Purpose
Deliver end-to-end operational and technical support for corporate Business Solutions customers across Enterprise Connectivity, Cloud & Security, SaaS and AppHub, Business SMS, IoT, Fleet Management, and related products. Own customer requests, service acceptance, incidents, changes, proactive monitoring, vendor coordination, and service restoration through closure within agreed quality and SLA targets.
Key Accountabilities
1. Customer Onboarding & Service Delivery
- Receive and validate customer requests and required documentation.
- Manage activations, upgrades, downgrades, suspensions, terminations, and service implementations.
- Conduct service acceptance testing and customer onboarding.
- Coordinate with internal and external stakeholders to ensure successful service delivery.
- Maintain accurate customer and service records.
2. Incident & Technical Support Management
- Own incidents, inquiries, and complaints from creation to closure.
- Provide first-line technical support and manage escalations when required.
- Monitor tickets, ensure SLA compliance, and deliver regular customer updates.
- Conduct troubleshooting and post-resolution follow-up activities.
3. Enterprise Connectivity Support
- Support connectivity services including Fiber, GPON, SD-WAN, APN, Anti-DDoS, and international links.
- Coordinate with technology teams, vendors, and service providers for fault resolution.
- Manage planned activities, service restorations, and field operations.
- Support SLA reporting and service performance reviews.
4. Cloud, Security & SaaS Support
- Support cloud, security, virtualization, storage, backup, and hosting services.
- Manage Microsoft 365, Azure, AWS, collaboration, and enterprise application support.
- Troubleshoot platform, network, VPN, firewall, and access-related issues.
- Coordinate incidents and changes with engineering, operations, and vendors.
5. Business SMS & IoT Support
- Manage Business SMS activations, sender IDs, testing, and troubleshooting.
- Support IoT and APN services, including connectivity and configuration issues.
- Coordinate with relevant technical teams to ensure issue resolution.
6. Fleet Management Support
- Support Fleet activations, device installations, and service delivery.
- Troubleshoot SIM, device, platform, and connectivity issues.
- Coordinate maintenance, upgrades, and customer support activities.
- Participate in customer service reviews and performance discussions.
7. Service Quality & Continuous Improvement
- Proactively monitor services and identify potential issues.
- Analyze recurring incidents and drive problem management activities.
- Recommend operational, process, and service improvements.
- Ensure compliance with operational procedures and quality standards.
8. Stakeholder & Customer Management
- Maintain effective communication with customers, sales, technical teams, and vendors.
- Manage escalations, risks, dependencies, and service-impacting issues.
- Contribute to governance meetings, reporting, and operational reviews.
Competencies
Education & Experience
- Bachelor's degree in Engineering, Computer Science, IT, or related field.
- Experience in technical support, enterprise services, networking, cloud, IoT, or service operations.
Core Support Skills
- Incident management, troubleshooting, escalation management, SLA management, and problem management.
- Experience with ticketing, monitoring, administration, and reporting tools.
- Strong technical documentation and reporting skills.
Network & Connectivity Knowledge
- Working knowledge of IP Networking, APNs, VPNs, Routing & Switching, Firewalls, Wireless and Fixed Connectivity.
- CCNA, Network+, or equivalent knowledge is an advantage.
Cloud, Security & Platforms
- Knowledge of Cloud Infrastructure, Virtualization, Storage, Backup, Active Directory, Microsoft 365, Windows/Linux Administration, and Enterprise Applications.
- Azure, AWS, VMware, Microsoft, Security, or IoT certifications are an advantage.
Specialized Product Knowledge
- Enterprise Connectivity, Cloud & Security, SaaS, AppHub, Business SMS, IoT, Fleet Management, and related Business Solutions services.
- Ability to work with vendors, partners, and product-specific tools.
Personal Skills:
- Customer focus and service excellence.
- Strong ownership and accountability.
- Effective communication and stakeholder management.
- Analytical and troubleshooting abilities.
- Planning, prioritization, and time management.
- Ability to manage complex cases and multiple priorities.
- Continuous improvement mindset.
- Strong compliance, governance, and quality focus.
Business Impact
- Enhance customer satisfaction, retention, and service continuity.
- Support revenue protection and business growth.
- Improve SLA performance, service quality, and operational efficiency
- Deliver end-to-end ownership across Vodafone Business Solutions services.