494 Technical Positions jobs in Sitra

• Provide remote technical support via phone, email, and chat to end-users.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Guide users through step-by-step solutions to technical problems.
• Escalate complex issues to senior support teams or relevant departments when necessary.
• Document all support interactions, solutions, and feedback in the ticketing system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Assist with the installation, configuration, and maintenance of software and hardware.
• Identify recurring technical issues and provide feedback for product improvement.
• Stay current with product updates, new technologies, and support best practices.
• Maintain a high level of customer satisfaction by delivering prompt and effective support.
• Manage multiple support tickets simultaneously while maintaining attention to detail.

• Associate's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 2 years of experience in a technical support or helpdesk role.
• Strong troubleshooting and problem-solving skills.
• Excellent knowledge of operating systems (Windows, macOS, Linux), common software applications, and networking concepts.
• Proficiency with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work independently and manage time effectively in a remote setting.
• Customer-oriented approach with a passion for helping others.
• Familiarity with cloud computing environments is a plus.
• Adaptability and willingness to learn new technologies.

• Providing first-level technical support to users via phone, email, and chat.
• Diagnosing and resolving hardware, software, and network-related issues.
• Guiding users through step-by-step solutions to technical problems.
• Documenting all support interactions, issues, and resolutions in the ticketing system.
• Escalating unresolved issues to senior support staff or appropriate departments.
• Maintaining a high level of customer service and satisfaction.
• Creating and updating knowledge base articles and FAQs to empower users.
• Identifying recurring issues and providing feedback to product development teams.
• Assisting with system installations, configurations, and updates.
• Participating in training sessions to stay current with product knowledge and support procedures.

Operation

Division

Technology

Location

Closing Date

04-Nov-2024

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Today, we are a leading mobile voice and data services operator with a commercial footprint in 7 Middle Eastern and Africa countries with a workforce of over 7,900 providing a comprehensive range of mobile voice and data services to over 42.4 million active individual and business customers as of March 31, 2024.

The B2B Technical Support Specialist will play a crucial role in ensuring the satisfaction of our enterprise customers and maintaining strong relationships by actively managing all aspects related to post-sales support for our B2B services and products. This role will involve proactive monitoring, incident handling, and maintaining robust customer relationships to guarantee satisfaction with our offerings.

1. Serve as the central point of communication for enterprise customers and internal stakeholders, addressing post-sales support inquiries promptly and professionally.
2. Foster and maintain strong relationships with enterprise customers, ensuring their satisfaction with the offered B2B services and products.
3. Handle all post-sales activities specific to B2B services, including troubleshooting, problem resolution, incident reporting, issue tracking, fault restoration, and handling customer complaints.
4. Provide comprehensive support for the entire B2B product portfolio, including Dedicated Internet Access, Local and Global MPLS, Ethernet to the Business, Fixed Voice, Security Products, SD-WAN, and Wi-Fi Solutions.
5. Implement 24/7/365 monitoring of systems to proactively identify potential issues and ensure network health for enterprise customers.
6. Take the lead in restoring faults whenever possible, minimizing downtime for enterprise customers.
7. Effectively communicate work activities, updates, and resolutions to all relevant stakeholders.
8. Implement and uphold quality standards for all B2B services and products, ensuring compliance with service level agreements (SLAs) and enterprise customer expectations.
9. Conduct regular assessments and audits to ensure compliance with SLAs and quality standards specific to B2B services.
10. Develop new processes and coordinate interdepartmentally to fill any gaps in B2B service delivery.
11. Conduct awareness workshops for change processes and compliance tailored for B2B customers.
12. Maintain a history log for all events and activities related to enterprise customers.
13. Perform all other related duties as assigned by the department.

Strong knowledge of the telecommunications products and services listed, with expertise in troubleshooting and problem resolution.

Excellent communication and interpersonal skills.

Bachelor's degree in a relevant field (e.g., Telecommunications, Information Technology).

Minimum 3-5 years of proven experience in a B2B customer support or technical support role, preferably within the telecommunications industry.

If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):

• Providing advanced technical support to end-users via multiple channels, including email, chat, and phone.
• Diagnosing and resolving complex hardware, software, and network issues efficiently and effectively.
• Escalating unresolved issues to appropriate internal teams and tracking them through to resolution.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Mentoring and guiding junior support staff, sharing knowledge and best practices.
• Identifying recurring technical problems and recommending solutions or product improvements.
• Participating in the testing and deployment of new software releases and system updates.
• Contributing to the enhancement of support tools and workflows.
• Providing feedback to product development teams on user issues and feature requests.
• Ensuring all support interactions are logged accurately and efficiently in the ticketing system.