Senior Executive, Technical Support / Phono Subsidiary of Ooredoo Kuwait

The Company -Ooredoo Kuwait:

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:

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

• Lead the technical support team to provide after sales support through Sales department.


• Manage a robust service audits Technical process to minimize revenue loss and improve customer experience.


• Manage the implementation of all sales related technical process and policies. Reviewing the processes and policies, benchmark against best practices and make necessary changes for constant efficiency improvement.


• Manage the support team to resolving all trouble tickets as per SLA.


• Responsible to ensure that channels are educated on processes and systems through regular onsite / offsite coaching.


• Accountable for waiver management, etc.


• Relevance & accuracy of all sales related waivers to minimize revenue loss and to improve customer experience.


• Own and manage the business continuity process (RAS-BCP) to reduce business interruption and to increase sales and customer satisfaction.


• SPOC for liaising with Internal Audit and in complying with audit requirements.


• Maintain the production test to all new and existing products and services.Accountable for the 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 RAS change requests.


• Accountable for business testing of products, promotions and changes in RAS including training of channels on the products / promos.


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


• Responsible to/his team close the RAS related TTs raised for Sales Ops as per SLA.


• Own and manage strategic technical sales projects as assigned from time to time.


• Holding sales related CR's, BAU's, improving systems & define sales users responsibilities. Manage the implementation of system and tools through sales channel.


• Manage the help desk service that will proved the on-line service to indirect channel.


• Be aware of latest technology related to


• Business and manage the implementation when needed.


• Automating all sales related technical support and tools.


• 
  

  Developing digital solution by implementing digitalization solution in all sales activity.
  Qualifications:
  

  
  


• 
  

  Diploma / Bachelor degree in Business Administration, echnical Information System or similar discipline from recognized institution.
  Other Information:
  

  
  


• 
  

  B2C direct / indirect - Real Estate - technology -Marketing - B2B - Forecasting - BE

  
  


• Required ‎3 years of experience , previous sales or merchandising experience in a related industry.


• MS office skills


• Good verbal and written communication skills;


• Creative, innovative mindset and dynamic personality.


• Ability to priorities own workload and detail oriented.


• Proven knowledge of Project Management, Business administration, or any
  
  
  • other related major.
  
  
  
  


• Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities
  Note: you will be required to attach the following:

‎1. Resume / cv