• 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.

• Diploma/Bachelor degree in computer science, engineering or a related field.

• 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.

To qualify for the position, please make sure that you meet the below criteria:

• You must have completed one year in the Company.

• Please inform your line manager by e-mail.

• Your sick leaves must not exceed fifteen (15) days.

• You must not have any valid warnings.

• Your last appraisal must be Solid Performer or higher.

Please include your employee number in your application.

For more information on the role and to apply, please Click here.