مركز الوظائف

the Company

FASTtelco Subsidiary of Ooredoo Kuwait

Role Purpose

• Provide 1^st level support and technical assistance for incoming queries and issues related to VIP B2B customers. And provide 2^nd level support for B2B Sr. Agents

Key Accountabilities & Responsibilities

• Assist B2B support Agents in answering incoming calls waiting in the queue & during major outages.

  1. Provide efficient support for B2B-VIP customers over the phone with to first call resolution KPI.

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

  3. Get the customer confirmation before closing any trouble ticket & provide proper conclusion on remedy system.

  4. Adhere to Call Center KPIs & defined service levels sat on employee yearly objectives.

  5. Ensure to get the customer confirmation before closing the ticket.

  6. Monitor & respond to all received mails from B2B customers seeking support & assistance.

  7. Contacting the customer if more details are required & ensure to reply him with the ticket number.

  8. Ensure to provide the customer with the update in timely basis.

  9. Assign non resolved cases to the concerned department for viewing and processing.

  10. Troubleshooting customer last mile and access equipment related to DSL, GPON, Fiber, 4G and Wireless subscriptions.

  11. Ensure customers subscribed speeds are matching service subscription defined in Company CRM.

  12. Assign the requests which can’t be executed remotely to the concerned department for viewing and processing.

  13. Ensure that all required configuration applied at customer equipment.

  14. Execute additional configuration as per customer request within customer subscription bundle and eligibility.

  15. Notify the customer regarding any urgent activity

  16. Monitor backbone links, network equipment, international circuits and VIP customers.

  17. Open a ticket for any alert received and assign it to the concerned department.

  18. Identify and escalate situations requiring urgent attention to manager.

  19. Escalate non-resolved cases to concerned departments as per Call Center procedures.

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

  21. Complete additional tasks as assigned by Manager

  22. Ensure the availability for B2B support Agents during the shift.

  23. Monitor B2B support Agents performance & ensure that no one exceed allowed break time.

  24. Provide the required assistance and support for B2B Agents in the shift.

Qualifications/Requirements

• Diploma/ Bachelor degree in Computer Science, Information Technology or any related field.
• CCNA (Mandatory) CCNP (Mandatory)

Other Information

• Capable of multi-tasking, good time management and prioritization of workload.

• Customer-oriented, and capable of providing high levels of client satisfaction. Strong analytical thinking
• Ability to assess faults, priorities, respond and escalate accordingly.
• Strong knowledge & experience of customer service practices and Call Center processes.
• Working knowledge of VoIP technology.
• Collaborate and work well with others.
• Self-motivated, enthusiastic, and able to handle multiple support cases.
• Proficiency in both English and Arabic languages.
• 3 - 5 years’ experience in the same field.
• Network experience covering advanced routing and switching knowledge.