Job Opportunities in Bahrain
October 27, 2024
Viacloud
Manama
FULL TIME
2024-002-Technical Support Executive
Duties and Responsibilities:
As a Technical Support Executive, you will be responsible for providing timely and effective support to customers experiencing issues with their telecom and IT services. Your role involves responding to customer inquiries via phone, email, and chat, addressing Level 1 and 2 technical issues, and escalating more complex problems to the Level 3 support team when necessary. You will utilize your basic technical knowledge of networking, routers, switches, Wi Fi devices, and other IT equipment to diagnose and resolve customer concerns.
Application Question(s):
As a Technical Support Executive, you will be responsible for providing timely and effective support to customers experiencing issues with their telecom and IT services. Your role involves responding to customer inquiries via phone, email, and chat, addressing Level 1 and 2 technical issues, and escalating more complex problems to the Level 3 support team when necessary. You will utilize your basic technical knowledge of networking, routers, switches, Wi Fi devices, and other IT equipment to diagnose and resolve customer concerns.
- Responding to customer queries related to telecom and IT services through various communication channels (phone, email, chat).
- Opening, updating, and managing customer support tickets, ensuring timely resolution and maintaining ownership throughout the process.
- Troubleshooting and resolving Level 1 and 2 technical issues, escalating more complex cases as needed.
- Monitoring network health reports and alerts, identifying potential issues, and escalating them to the appropriate teams.
- Assisting with other customer support tasks, contributing to the overall efficiency and effectiveness of the support team.
- Basic technical background with an understanding of networking principles, routers, switches, and Wi Fi devices.
- Strong communication skills, with experience in customer support or technical assistance.
- Familiarity with ticket management systems and support workflows.
- This is a shift-based role, with shifts running 24x7x365 to ensure continuous support for customers. Flexibility to work as per shifts assigned is a must.
- Minimum 2-3 years of experience in technical support or a related field, with experience in telecom or IT services preferred.
Application Question(s):
- Expected Salary
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