VAC7993 – Agent, B2C Support / Fast Telco Subsidiary of Ooredoo Kuwait
Field:
Technology
Contract Type:
Full Time – Permanent
Location:
Kuwait – Kuwait City
Closing date:
31-Aug-2020
Role Purpose:
Provide 1st level support and technical assistance for incoming queries and issues related to B2C customers.
Key Accountabilities & Responsibilities:
Provide efficient support for B2C customers over the phone with to first call resolution KPI.
Escalate non-resolved cases to concerned departments as per Call 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 Call 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.
Qualifications/Requirements:
Diploma/Bachelor degree in computer science, engineering or a related field.
Other Information:
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.A+ , MCSE , CCNA certificate (Preferred)
Experience with DSL media troubleshooting and configuration.
Experience with GPON media troubleshooting and configuration
Note: you will be required to attach the following: