Shift Leader, B2B Support /FASTtelco Subsidiary of Ooredoo Kuwait

Available Opportunities
VAC9235 - Shift Leader, B2B Support /FASTtelco Subsidiary of Ooredoo
Kuwait
Field:
Business & Consumer Sales
Contract Type:
Full Time - Permanent
Location:
Kuwait - Kuwait City
Closing date:
‎31-Jan-‎2024
the Company:

FASTtelco 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. Ensure to get the customer confirmation before closing the ticket.
  
  
  • 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.
  
  
  • Assign non resolved cases to the concerned department for viewing and processing.
  
  
  • 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 the requests which can't be executed remotely 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.
  
  
  • Notify the customer regarding any urgent activity
  
  
  • Monitor backbone links, network equipment, international circuits and VIP customers.
  
  
  • Open a ticket for any alert received and assign it to the concerned department. Identify and escalate situations requiring urgent attention to manager.
  
  
  • Escalate non-resolved cases to concerned departments as per Call Center procedures.
  
  
  • Ensure to take prompt action for delayed cases and requests.
  
  
  • Complete additional tasks as assigned by 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.
    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.
  Note: you will be required to attach the following:

‎1. Resume / cv