46 Technicians jobs in Bahrain

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):

• Provide expert-level technical support for software products and services.
• Diagnose and resolve complex technical issues reported by customers.
• Perform root cause analysis and develop solutions or workarounds.
• Manage and prioritize support tickets, ensuring timely resolution.
• Create and maintain technical documentation, knowledge base articles, and FAQs.
• Escalate critical issues to engineering teams and track resolution progress.
• Collaborate with product management and development teams to provide customer feedback.
• Train and mentor junior technical support staff.

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 5-7 years of experience in technical support, software support, or a similar role.
• In-depth knowledge of software troubleshooting and debugging.
• Proficiency with operating systems, networking, and databases.
• Experience with ticketing systems and remote support tools.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.

• Provide first-level technical support and troubleshooting to end-users via phone, email, and live chat.
• Diagnose and resolve hardware, software, and network-related issues.
• Guide users through step-by-step solutions for technical problems.
• Document all support interactions and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate second-level support teams or subject matter experts.
• Contribute to the development and maintenance of a comprehensive knowledge base and FAQ resources.
• Identify trends in support requests and provide feedback to improve products and services.
• Maintain a high level of customer satisfaction through efficient and effective problem resolution.
• Adhere to service level agreements (SLAs) and internal support procedures.
• Proactively identify opportunities to improve the support process and user experience.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Familiarity with network protocols and troubleshooting basic network issues.
• Excellent problem-solving and analytical skills.
• Outstanding customer service and communication skills, both written and verbal.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with remote support tools and ticketing systems.
• High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Network+) are a plus.
• A reliable internet connection and a suitable home office environment.

• Providing advanced technical support for hardware, software, and network issues via phone, email, and remote access tools.
• Diagnosing and resolving intricate technical problems, including system failures, application bugs, and connectivity issues, ensuring minimal disruption to users.
• Documenting all support interactions, troubleshooting steps, and resolutions accurately and thoroughly in the ticketing system.
• Escalating unresolved issues to appropriate internal teams (e.g., IT, development) and acting as a liaison to ensure timely resolution.
• Developing and maintaining a comprehensive knowledge base of common issues, solutions, and troubleshooting guides.
• Mentoring and training junior support staff, sharing expertise and best practices.
• Participating in the testing and deployment of new software and hardware, providing feedback from a support perspective.
• Analyzing support trends and identifying recurring issues to recommend proactive solutions and process improvements.
• Ensuring adherence to service level agreements (SLAs) and maintaining high levels of customer satisfaction.
• Contributing to the development and refinement of support policies and procedures.
• Assisting with system administration tasks and IT infrastructure maintenance as needed.

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems for customers.
• Act as an escalation point for Tier 1 and Tier 2 support issues.
• Document support activities, troubleshooting steps, and resolutions.
• Create and maintain technical knowledge base articles and FAQs.
• Collaborate with development and engineering teams to report and resolve bugs.
• Assist in the training and mentoring of junior technical support staff.
• Contribute to the improvement of support processes and tools.
• Ensure timely and effective resolution of customer issues to maintain high satisfaction levels.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support or a similar IT role.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a passion for providing exceptional service.
• Ability to work independently and as part of a team in a hybrid environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.