Available Opportunities
VAC8185 - Shift Leader, B2B Support / Fast Telco Subsidiary of Ooredoo Kuwait
Field: Technology Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 30-Apr-2021
The Company:
Fast Telco Subsidiary of Ooredoo Kuwait
Role Purpose:
  • Provide 1st level support and technical assistance for incoming queries and issues related to VIP B2B customers. And provide 2nd level support for B2B Sr. Agents.

Key Accountabilities & Responsibilities:
  • Assist B2B support Agents in answering incoming calls waiting in the queue & during major outages.
  • Provide efficient support for B2B-VIP 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 & defined service levels sat on employee yearly objectives.
  • Monitor & respond to all received mails from B2B customers seeking support & 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.

  • 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.

  • 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 manager
  • Ensure the availability for B2B support Agents during the shift.
  • Monitor B2B support Agents performance & ensure that no one exceed allowed break time.

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

  • Complete additional tasks as assigned by Manager.

  • 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.

  • 3 - 5 years’ experience in the same field.

  • Network experience covering advanced routing and switching knowledge.

  • Working knowledge of VoIP technology.

  • Collaborate and work well with others.

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

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

  • Strong knowledge & experience of customer service practices and Call Center processes.

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

  • Strong analytical thinking

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

  • Strong experience of diagnosing network & service issues, following them through to resolution.

Note: you will be required to attach the following:
1. Resume / cv