Sr. Executive , B2B Support / Fast Telco Subsidiary of Ooredoo Kuwait
Full time
at Ooredoo
in
Kuwait
Posted on December 12, 2024
Job details
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.
- Resume / CV
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