Specialist Technical Support

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we
continue to move closer towards our vision to be among the top ‎20
telecommunications companies in the world by ‎2020.
We are a dynamic global telecommunications player operating in ‎17 countries
across the Middle East, North Africa (MENA) and Asia. We cover a population of
more than half a billion people and serve more than ‎68 million customers.
In Kuwait, we employ approximately ‎1,000 talented people, all of whom are
driving Ooredoo to be the number one choice for world-class communications
services in Kuwait. In the face of intensifying competition, increasingly
sophisticated technology and rising customer expectations, nothing is more
important to our success than our team - and it's a team that you can be part
of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Role:

Provide efficient, quality service and assistance to Business Account
subscribers.
Key Accountabilities and Activities:

• Single point of contact for channels to resolve issues related to product and services.


• Guide Business Customers through technical difficulties related to data services, complex device settings maintaining a helpful and customer-friendly approach to ensure high standard of service delivery


• Responsible to do service audits to ensure accuracy of provisioning, subscription charging and penalty charges and liaise with channels to correct issues and improve quality of order fulfilment


• Resolve all escalated customer issues / exceptional cases / complex issues in co-ordination with other departments, as necessary, in a timely manner to increase sales and improve customer experience


• Responsible to close all trouble tickets as per SLA


• Provide training for all channels' staff on process and systems.


• Responsible to manage calculation and securing approvals for waivers related to all channels


• Responsible for managing My net customer refund issues like return of devices, and co-ordinate with technology/product for reducing the refunds by improving sales quality.


• Develop and maintain promotion related documentation including appendices in consultation with marketing


• Provide activation support using parallel activation systems to ensure business continuityResponsible for end to end management of Message Manager including system configuration, billing for services and post-sales support


• Subject matter expert and responsible for raising, collating and prioritizing all business related change requests


• Responsible for business testing of products, promotions and changes in RAS


• Responsible for development of training materials and provide training for all channel staff on products, promotions and changes in RAS


• Responsible for configuration of new channels, staff, roles &responsibilities, store locations in RAS, NMS and related systems in co-ordination with other departments


• Responsible to close the RAS related TTs raised as per SLAContribute to the motivation of junior staff, providing day to day assistance where necessary.


• The senior will execute many of the same activities as the junior and mid-level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The senior will also typically be expected to deliver highly optimal results as a product of broader and deeper experience. Perform daily audit on customer activations including promotions and its reconciliations and service activation audits in Siebel. This is apart from daily promo disconnection and reconciliations in Siebel.


• Regularly audit after sales activities like deactivation without collection of necessary penalties, wrong deactivation, wrong assigning of the promotional packages etc. for all sales channels from back end with necessary approvals.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.
  Qualifications:
  

Bachelor Degree in business or science + Diploma in IT or a related
discipline from a recognised tertiary institution
Other Information:

• Good general knowledge of telecommunications products and services.


• Good command of using operational systems like BSCS, Info cell, Oracle and SQL.


• Strong customer service experience.


• Good communication, planning and organisational skills.


• Strong interpersonal skills.


• Fluency in written and verbal English essential and fluency in Arabic an advantage.


• MS Office
  Note: you will be required to attach the following:

‎1. Resume / cv