100 Technicians jobs in Hidd

• 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):

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware and software issues.
• Document technical solutions and create knowledge base articles.
• Escalate unresolved issues to appropriate engineering teams.
• Assist customers with product installations and configurations.
• Troubleshoot network connectivity and performance issues.
• Manage and prioritize support tickets effectively.
• Collaborate with cross-functional teams to resolve customer problems.
• Provide training and guidance to junior support staff.
• Contribute to product improvement feedback based on customer issues.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support or helpdesk roles.
• Strong knowledge of operating systems, networking, and common software.
• Proficiency with ticketing systems and remote support tools.
• Excellent problem-solving and diagnostic skills.
• Superb written and verbal communication skills.
• Ability to work independently and manage time effectively in a remote setting.

• Provide advanced technical support for software and hardware issues.
• Diagnose, troubleshoot, and resolve complex customer problems.
• Document technical issues, solutions, and contribute to the knowledge base.
• Escalate unresolved issues to development and engineering teams.
• Mentor and provide technical guidance to junior support staff.
• Conduct remote training sessions for clients and internal teams.
• Analyze technical trends and report findings for product improvement.
• Ensure timely and effective resolution of customer support tickets.
• Maintain high levels of customer satisfaction.
• Collaborate with cross-functional teams to ensure product quality and supportability.

• Proven experience as a Senior Technical Support Engineer or similar role.
• In-depth knowledge of software troubleshooting and diagnostic techniques.
• Strong understanding of operating systems and network protocols.
• Proficiency in scripting languages (e.g., Python, Bash) and SQL is a plus.
• Excellent problem-solving and analytical skills.
• Exceptional communication, listening, and interpersonal abilities.
• Ability to manage multiple priorities and work effectively in a remote environment.
• Relevant certifications in IT support or specific technologies are preferred.
• Bachelor's degree in Computer Science, IT, or a related field is desirable.