Kuwait Job Openings

Ooredoo

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

Kuwait City

FULL TIME

October 28, 2024

Available Opportunities

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 sat 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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