Available Opportunities
VAC7994 - Sr. Agent, B2B Support / Fast Telco Subsidiary of Ooredoo Kuwait
Field: Technology Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 05-May-2020
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 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.
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.
Note: you will be required to attach the following:
1. Resume / cv
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