Help Desk Specialist

The Role
The Company: Fast Telco Subsidiary of Ooredoo The Role: Provide superior
customer service by handling and resolving technical customer complaints /
issues that have been escalated to them by the Customer Care Inbound team, FT
Hotline, by management, by Retail Store staff, by Sales and dealers, Provide
1st level support and technical assistance for incoming queries and issues
related to B2C FT customers. Key Accountabilities & Activities: - Handle and
resolve customer complaints and technical problems experienced by customers
across the range of Company products and services, by efficiently following
set procedures and maintaining a high level of excellent customer service. -
Receive calls from the ‎121 Hotline from Retail Stores and dealers. - Handle
and resolve customer complaints and technical problems across the range of
Company products and services, experienced by customers who have been directed
to the F2F Help Desk from Retail Store staff. - Handle and resolve complaints
by visiting customer premises and performing trouble shooting activities and
collect payments where applicable. - Respond to email complaints, information
for promotions, invitations and other key events from Retail Stores, dealers,
other departments within Ooredoo and direct from customers. - Receive Trouble
Ticket requests through the Call Centre, through the F2F Help Desk, and from
the Sales Support team. Handle payment transactions from customers who wish to
pay their bills and top up credit on mobile phone. - Describe and escalate
problems through the Customer Care systems. - Investigate complaints through
the various relevant internal systems and applications (BSCS/CRM/ Funtech
service, MPOS, VAD and others) - Liaise between Technology and the customer
when an issue needs to be escalated for investigation and resolution. -
Providing training for BSCS, CRM, WMNET provision for new and existing Retail
Store, Customer Care and Sales staff. - Gather customer information from
various areas within the Company, such as Technology, Call Monitoring, and
Finance etc.) as required and investigate the facts, under supervision from
the Team Leader, when there is a customer complaint and/or a legal issue
concerning customers and the Customer's Call Centre services and liaise with
the Legal Department accordingly. - Follow up on escalated TT's with other
departments like tech, finance, marketing, sales, CC. - Provide efficient
support for B2C customers over the phone with to first call resolution KPI. -
Escalate non-resolved cases to concerned departments as per Interaction 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 or
supervisor. - Get the customer confirmation before closing any trouble ticket
and provide proper conclusion on remedy system. - Adhere to Interaction 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 and GPON subscriptions. -
Troubleshooting Wi-Fi issues of customers CPEs. - 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. - Detect and report issues that appear to impact large
numbers of customers in early stages. - Complete daily reports, that reflects
the number and type of received complains. - Act as a source for technical
assistant and as a reference for other team members when needed. - Prepare
various reports daily and as required including the Reconciliation Report
(Daily income payment report), Agent Daily Activity Performance Report and
Investigation Report and make recommendations as part of the CIP. -
Proactively take responsibility for self-improvement by staying well-informed
of developments, knowledge and innovations in relevant field of expertise. -
Other duties as directed by supervisor or other superiors.

Requirements
Requirements: - Network Experience covering basic routing and switching
knowledge. - Experience with Wi-Fi networks configuration and Troubleshooting.
- Proficiency in both English and Arabic languages. - Knowledge and experience
of customer service practices and call Center processes. - Experience with DSL
media troubleshooting and configuration. - Experience with GPON media
troubleshooting and configuration Qualification: - Diploma/Bachelor degree in
computer science, engineering or a related field. - Fresh graduated or have
relevant experience. - A+ , MCSE , CCNA certificate (Preferred) Note: you will
be required to attach the following: - Resume / cv

About the company
We are a leading international communications company delivering mobile,
fixed, broadband internet, and corporate managed services tailored to the
needs of consumers and businesses across markets in the Middle East, North
Africa and Southeast Asia. As a community-focused company, we are guided by
our vision of enriching peoples lives and our belief that we can stimulate
human growth by leveraging communications to help people achieve their full
potential. Formerly known as Qtel Group, we have a customer base of ‎92.9
million and reported revenues of USD ‎9.3 billion in ‎2012.