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

at  Ooredoo Group of Companies

Role Purpose

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

• 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