Business Support Specialist

2 days ago


Kuwait City, Al Asimah Ooredoo Full time
  • **Job Summary**:

This role involves providing exceptional customer support and technical assistance to B2B and B2C customers in Kuwait.

  • **Key Responsibilities**:

We are seeking a skilled professional to join our team as a Telecom Operations Coordinator. The successful candidate will be responsible for:

  1. Providing efficient support for B2B customers over the phone with first call resolution KPI.
  2. Escalating non-resolved cases to concerned departments as per Call Center procedures.
  3. Following up on progress of complaints settlement with departments involved, and ensuring regular information is shared with customers.
  4. Identifying and escalating situations requiring urgent attention to shift leaders.
  5. Getting customer confirmation before closing any trouble ticket and providing proper conclusion on remedy system.
  6. Adhering to Call Center KPIs and defined service levels set on employee yearly objectives.
  7. Responding to email messages for customers seeking help and contacting them if required.
  8. Configuring customer devices step-by-step.
  9. Troubleshooting customer last mile and access equipment related to DSL, GPON, Fiber, 4G, and Wireless subscriptions.
  10. Ensuring customers' subscribed speeds match service subscription defined in Company CRM.
  11. Executing additional configuration as per customer request within customer subscription bundle and eligibility.
  12. Maintaining backbone links, network equipment, international circuits, and VIP customers.
  13. Opening tickets for any alert received and escalating the case to concerned departments.


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