Job description
To handle all the inbound calls of the Technical support queue to
assist customers with technical inquires or problems related to 3G
services & internet services including to reach the highest points
of customers? satisfaction.
Key responsibilities
1-Handle all incoming calls related of the technical support.
2- Escalate problems, provide relevant feedback to the right channels & recommend claims for eligible customers.
3- Provide the customer with proper technical solutions in order to solve his problem.
4- Use the available methods & tools to develop the skills & information to fit the customer requirements.
5 Apply appropriate actions to control telephone calls in order to achieve accepted service level.
6-Conduct training sessions to call center staff to transfer the gained experience.
7-Help the outbound team to handle some relevant issues such as the backlog & trouble tickets.
8-Act as floor delegate by handling different assigned tasks such as
escalated calls, report the outage, and ensure smooth work flow.
9-Deactivate hotlines.
10- Decide after troubleshooting USB Replacement.
11- Recommend Deactivation of the service in specific cases.
Qualifications
- University Degree (engineering / Computer science)
- Minimum 0 to 2 years Experience (Previous experience in a relevant position is preferable)
- Very Good Computer skills & MS excel is required.
- Very Good in Arabic & English (Reading, Writing & Oral).
- Certified in related job programs (CCNA, N+, MCSA)
To apply
