Sr. Executive

2 weeks ago

Kuwait City, Al Asimah Ooredoo Qatar Full time

VAC9505 - Sr. Executive, B2B Support / Fast Telco Subsidiary of Ooredoo Kuwait

Field: B2B

Contract Type: Full Time - Permanent

Location: Kuwait - Kuwait City

Closing date: 30-Nov-2024

Role Purpose:

Provide 1st level support and technical assistance for incoming queries and issues related to B2B customers. And 2nd Level support for B2C customers.

Key Accountabilities & Responsibilities:
  • Provide efficient support for B2B customers over the phone with to first call resolution KPI.
  • Escalate non-resolved cases to concerned departments as per Call Center procedures.
  • Follow-up on progress of complaints settlement with departments involved, and ensure regular information is shared with customers.
  • Identify and escalate situations requiring urgent attention to shift leader.
  • Get the customer confirmation before closing any trouble ticket and provide proper conclusion on remedy system.
  • Adhere to Call Center KPIs and defined service levels set on employee yearly objectives.
  • Respond to email messages for customers seeking help and contact them if required.
  • Step-by-Step configuration for customer devices.
  • Troubleshooting customer last mile and access equipment related to DSL, GPON, Fiber, 4G and Wireless subscriptions.
  • Ensure customers subscribed speeds are matching service subscription defined in Company CRM.
  • Execute additional configuration as per customer request within customer subscription bundle and eligibility.
  • Monitor backbone links, network equipment, international circuits and VIP customers.
  • Open tickets for any alert received and escalate the case to concerned department.
Qualifications/Requirements:
  • Diploma/Bachelor degree in computer science, engineering or a related field.
Other Information:
  • Network experience covering advanced routing and switching knowledge.
  • Voice experience covering basic knowledge.
  • Proficiency in both English and Arabic languages.
  • Knowledge and experience of customer service practices and Call Center processes.
  • CCNA (Mandatory)
  • CCNP (preferred)
  • Experience with DSL media troubleshooting and configuration.
  • Experience with GPON media troubleshooting and configuration.
  • Experience with Fiber media troubleshooting and configuration.
  • Experience with Wireless media troubleshooting and configuration.
Additional Internal Information:

To qualify for the position, please make sure that you meet the below criteria:

  • You must have completed one year in the Company.
  • Please inform your line manager by e-mail.
  • Your sick leaves must not exceed fifteen (15) days.
  • You must not have any valid warnings.
  • Your last appraisal must be Solid Performer or higher.

Please include your employee number in your application.

For more information on the role and to apply, please Click here .

Note: you will be required to attach the following:

  1. Resume / CV
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