Job Opportunity in Kuwait to Work as a Sr. Agent, B2B Support and Fast Telco Subsidiary for Ooredoo Company

Deadline : 05 May 2020

Nonprofit organization: Ooredoo

Study level: Postgraduate

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Job Opportunity in Kuwait to Work as a Sr. Agent, B2B Support and Fast Telco Subsidiary for Ooredoo Company

Ooredoo provides a full time job opportunity in Kuwait to work as a Sr. agent, B2B support and fast telco subsidiary of Ooredoo Kuwait. In this job, you will
provide 1st level support and technical assistance for incoming queries and issues related to B2B customers. And 2nd Level support for B2C customers.

Eligibility:

You must have:

  1. Diploma or bachelor degree in computer science, engineering or a related field.
  2. Network experience covering advanced routing and switching knowledge.
  3. Voice experience covering basic knowledge.
  4. Proficiency in both English and Arabic languages.
  5. Knowledge and experience of customer service practices and call center processes.
  6. CCNA (Mandatory).
  7. CCNP (preferred) experience with DSL media troubleshooting and configuration.
  8. Experience with GPON media troubleshooting and configuration.
  9. Experience with fiber media troubleshooting and configuration.
  10. Experience with wireless media troubleshooting and configuration.

Your Responsibilities:

You will be responsible of:

  • 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.

About Ooredoo:

Ooredoo QSC is an international telecommunications company headquartered in Doha, Qatar. Ooredoo provides mobile, wireless, wireline, and content services and in business and residential markets. 68% of Ooredoo is owned by the state of Qatar. Ooredoo has operations in the Middle East, Europe and Asia, including Algeria, Indonesia, Iraq, Kuwait, Myanmar, Maldives, Oman, Palestine, Qatar and Tunisia. Ooredoo had a market capitalisation of QAR 301.2 billion (USD 82.7 billion) as of September 2015, and was named "Best Mobile Operator of the Year" at the World Communication Awards 2013.

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Host Country: Kuwait

Eligible Country: Kuwait

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