Shift Leader – B2B Support (Kuwait City)

About the Role

The Shift Leader will oversee first‑level technical assistance for VIP B2B customers and provide second‑level support to senior B2B agents. You will ensure prompt, accurate resolution of queries, manage incident queues, and maintain high service standards during your shift.

Key Responsibilities

• Assist B2B support agents with incoming calls, especially during major outages, aiming for first‑call resolution.
• Monitor and respond to all B2B customer emails, create tickets, and keep customers informed with timely updates.
• Troubleshoot last‑mile and access equipment (DSL, GPON, Fiber, 4G, Wireless) and verify service speeds against CRM records.
• Escalate urgent or unresolved cases to the appropriate department or manager following call‑center procedures.
• Supervise shift performance, enforce break‑time limits, and ensure agents have the resources they need.
• Coordinate with network teams to monitor backbone links, international circuits, and VIP customer services.

Required Qualifications

• Diploma or Bachelor’s degree in Computer Science, IT or a related field.
• CCNA and CCNP certifications (mandatory).
• Strong knowledge of VoIP technology and call‑center processes.
• Excellent analytical and problem‑solving skills with the ability to prioritize and multitask.
• Customer‑focused attitude and proven ability to deliver high client satisfaction.
• Effective communication and teamwork skills.

What We Offer

• Competitive salary and performance‑based incentives.
• Opportunities for professional development and certification support.
• Dynamic work environment with modern telecom infrastructure.
• Comprehensive health and wellness benefits.

How to Apply

If you meet the qualifications and are ready to lead a high‑performing B2B support team, please submit your application through our online portal.