Senior Executive, Technical support/Phono Subsidiary of Ooredoo Kuwait

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 for 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 the agreed SLA.
* Provide training for all channels' staff on process and systems.
* Responsible to manage calculation and securing approvals for waivers related to all channels.
* Develop and maintain promotion related documentation including appendices in consultation with marketing.
* Provide activation support using parallel activation systems to ensure business continuity.
* Responsible 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 the agreed SLA.
* Responsible for staff clearance management from an internal lines' perspective.
* Subject matter expert and responsible for raising, collating and prioritizing all business-related change requests.
* Responsible for configuration of new channels, staff, roles &responsibilities, store locations in RAS, NMS and related systems in co-ordination with other departments.
* Own and manage strategic technical sales projects as assigned from time to time.
* Manage the MSISDNs Pools for Corporate Channel.
* Product management.
* Design.
* User guide.
* User training.
* Reporting.
* Performance.
* Trouble shooting.
* Managing users.
* Channel creation.
* Make sure no internal lines for any employee after quitting.
* Clear internal Staff lines.
* Calculate due amounts and send it to HR.
* Remove whitelist for board members lines.
* Test users.
* Demo Serial devices (testing).
* Activating & monitoring test SIM's.
* 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.
* Contribute to the motivation of junior staff, providing day to day assistance where necessary.
* 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.
* 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.
* Other duties as directed by supervisor or other superiors.
* Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Qualifications
Bachelor 's Degree in a business or science + Diploma in IT or a related
discipline from a recognized tertiary institution.