224 Technical Support jobs in Manama

• 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.

• Provide first-line technical support to customers via phone, email, and chat, troubleshooting a wide range of technical issues.
• Diagnose and resolve software, hardware, and network problems efficiently and accurately.
• Guide customers through step-by-step solutions, explaining technical concepts in an easy-to-understand manner.
• Escalate complex issues to senior support engineers or relevant departments when necessary, ensuring thorough documentation.
• Maintain detailed records of customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Develop and update technical documentation, knowledge base articles, and FAQs to empower users and support agents.
• Proactively identify recurring technical issues and provide feedback to product development teams for system improvements.
• Participate in team meetings and training sessions to stay current with product updates and support procedures.
• Contribute to the continuous improvement of support processes and customer service standards.
• Ensure customer satisfaction by providing timely, professional, and effective technical assistance.
• Remote troubleshooting of client environments, including operating systems, applications, and network connectivity.

• Proven experience in a technical support or helpdesk role, preferably with a focus on remote support.
• Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and network protocols.
• Excellent troubleshooting and problem-solving skills with a logical and systematic approach.
• Proficiency in using remote desktop tools and ticketing systems.
• Exceptional customer service skills, with a patient and empathetic demeanor.
• Strong written and verbal communication skills, essential for remote interaction.
• Ability to work independently and manage time effectively in a remote work environment.
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
• Experience with cloud-based services and SaaS applications is beneficial.
• A proactive attitude towards identifying and resolving technical challenges.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our products and services.
• Provide clear and concise instructions and guidance to customers.
• Document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical problems to the appropriate teams for resolution.
• Assist in troubleshooting and testing new product features or software updates.
• Develop and maintain a knowledge base of common customer issues and their solutions.
• Gather customer feedback and report trends to product and development teams.
• Contribute to improving customer service processes and customer experience.
• Adhere to company service level agreements (SLAs) and quality standards.

• High school diploma or equivalent required; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 2-3 years of experience in customer service, technical support, or a related role.
• Strong understanding of common IT concepts and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Patience, empathy, and a strong customer-centric attitude.
• Ability to work effectively both independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Familiarity with troubleshooting operating systems, software applications, and hardware is beneficial.
• Willingness to work from the office in Jidhafs, Capital, BH for scheduled shifts.

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):