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The Company

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world .

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role

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

Key Accountabilities and Activities

• _{Provide 2nd level support for B2C team.}

• _{Provide efficient support for B2B customers over the phone with to first call resolution KPI.}

• _{Follow-up on progress of complaints settlement with departments involved, and ensure regular information is shared with customers.}

• _{Get the customer confirmation before closing any trouble ticket & provide proper conclusion on remedy system.}

• _{Adhere to Call Center KPIs and defined service levels sat on employee yearly objectives.Respond to all received mails from B2B customers seeking support and assistance.}

• _{Contacting the customer if more details are required & ensure to reply him with the ticket number.}

• _{Ensure to provide the customer with the update in timely basis.}

• _{Ensure to get the customer confirmation before closing the ticket.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.}

• _{Assign non resolved cases to the concerned department for viewing and processing.Ensure that all required configuration applied at customer equipment.}

• _{Execute additional configuration as per customer request within customer subscription bundle and eligibility.}

• _{Assign the requests which can’t be executed remotely to the concerned department for viewing and processing.}

• _{Escalate non-resolved cases to concerned departments as per Call Center procedures.}

• Ensure to take prompt action for delayed cases and requests.

• _{Identify and escalate situations requiring urgent attention to shift leader.}

• _{Monitor backbone links, network equipment, international circuits and VIP customers.}

• _{Open a ticket for any alert received and assign it to the concerned department.}

• _{Notify the customer regarding any urgent activity.}

Qualifications

• Diploma/Bachelor degree in Computer Science, Information Technology or any related field.

• CCNA (Mandatory)

• CCNP (Mandatory)

Other Information

• Proficiency in both English and Arabic languages.

• Fresh graduated or has 1 – 2 years’ experience.

• Network experience covering basic routing and switching knowledge.

• Collaborate and work well with others.

• Self-motivated, enthusiastic, and able to handle multiple support cases.

• Ability to assess faults, prioritise, respond and escalate accordingly.

• Good Knowledge and experience of customer service practices and Call Center processes.

• Customer-oriented, and capable of providing high levels of client satisfaction.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.

• Familiarity in Cisco products and how to execute various commands.