About the Role
Ooredoo Kuwait, a leading telecommunications provider in Kuwait City, seeks a Senior B2B Support Executive to deliver exceptional customer service for business clients. As part of a dynamic team driving Ooredoo's growth across 17 countries, this role focuses on resolving B2B inquiries, ensuring first-call resolution, and maintaining high service standards. The position emphasizes technical problem-solving for DSL, GPON, Fiber, 4G, and Wireless services while aligning with Ooredoo's vision to become a global top-20 telecom company.
Key Responsibilities
- Provide 2nd-level support for B2C teams and 1st-level assistance for B2B customers via phone and email.
- Achieve first-call resolution KPIs for B2B queries, ensuring timely ticket closure with customer confirmation.
- Troubleshoot last-mile equipment issues related to DSL, GPON, Fiber, 4G, and Wireless subscriptions.
- Monitor network performance, escalate critical alerts, and coordinate with departments to resolve unresolved cases.
- Document and track customer interactions, maintaining accurate records in Ooredoo's CRM system.
- Collaborate with shift leaders to prioritize urgent matters and ensure adherence to service level agreements.
- Follow up on complaint resolutions and update customers on progress until closure.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certified CCNA (mandatory); CCNP certification preferred.
- Proven experience in B2B customer support, preferably in telecommunications or IT services.
- Strong communication skills in English, with the ability to explain technical concepts clearly.
- Proficiency in CRM tools and ticketing systems for tracking and resolving issues.
- Ability to work in a fast-paced environment, meeting daily and monthly KPIs.
- Basic understanding of network infrastructure and last-mile technologies.
What We Offer
- Competitive salary and performance-based incentives aligned with Ooredoo's growth.
- Opportunities for career advancement within a global telecommunications leader.
- Access to training programs to enhance technical and customer service skills.
- A collaborative work environment with a focus on innovation and teamwork.
- Comprehensive benefits package, including health and wellness support.
How to Apply
Interested candidates should submit their resume and cover letter through the Ooredoo Kuwait careers portal. Please highlight relevant experience in B2B support and technical troubleshooting. Applications will be reviewed on a rolling basis, with shortlisted candidates invited for interviews.