Ooredoo is a leading telecommunications company dedicated to delivering world-class communication services. With operations in 17 countries, we serve over 68 million customers globally. In Kuwait, we are committed to enhancing customer experiences and are looking for a Senior Executive, Help Desk to join our team.
| Basic Details | |
|---|---|
| Experience | 1 - 2 Years |
| Location | Kuwait |
| Qualification | Mentioned Below |
| Benefits: | Mentioned Below |
| Posted | |
| Job Type | Full-Time |
| Posted by | Hamna (Senior HR) |
| last date to apply | apply within 15 days of posting |
This blog post will break down everything you need to know about the position, from the typical tasks to the qualifications and how to contact the employer.
Job Purpose
The Senior Executive, Help Desk will provide superior customer service by managing and resolving technical complaints and issues for B2C FastTelco customers. This role will involve first-level support and technical assistance, ensuring customer satisfaction and adherence to established procedures.
Key Responsibilities
- Customer Support:
- Handle and resolve technical problems and complaints from customers related to various Ooredoo products and services.
- Provide first-level support for incoming queries and escalate issues when necessary.
- Complaint Management:
- Respond to complaints received via the 121 Hotline and through Retail Stores, ensuring efficient troubleshooting and resolution.
- Visit customer premises as needed to troubleshoot issues and collect payments.
- Technical Assistance:
- Troubleshoot customer last-mile and access equipment related to DSL and GPON subscriptions.
- Perform Wi-Fi troubleshooting for customer devices and ensure service speeds match subscription specifications.
- Communication and Coordination:
- Liaise with Technology teams to resolve escalated issues and provide training for new and existing staff on relevant systems (BSCS, CRM, etc.).
- Gather customer information from various departments to investigate complaints effectively.
- Reporting and Documentation:
- Complete daily reports reflecting the number and type of received complaints, as well as prepare various performance reports.
- Ensure customer confirmations before closing trouble tickets and document resolutions.
- Continuous Improvement:
- Stay informed on developments in relevant fields to enhance personal knowledge and service quality.
- Identify and escalate urgent issues requiring immediate attention.
Qualifications
- Education:
- Diploma or Bachelor’s degree in Computer Science, Engineering, or a related field.
- Experience:
- Fresh graduates or candidates with relevant experience are welcome.
- 2-3 years of experience is preferred based on progression ladder.
- Certifications:
- A+, MCSE, CCNA certifications are preferred.
- Skills:
- Basic routing and switching knowledge.
- Experience in Wi-Fi network configuration and troubleshooting.
- Proficiency in English and Arabic, with strong customer service skills.
Application Instructions
If you meet the qualifications and are excited about this opportunity, please submit your resume/CV through the Ooredoo career page or the relevant job posting platform.
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