Job Opportunities in Bahrain
October 24, 2024
Viacloud
Manama
FULL TIME
Business Support Executive
Duties and Responsibilities:
As a Business/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 technical issues, and escalating more complex problems to the Level 2 and 3 support team when necessary. You will utilize your customer service/technical knowledge of Telecom networking and sales/support cycle to diagnose and resolve customer concerns.
· Prepare reports for External (regulatory authority) and Internal performance requirements
· Prior experience of minimum 2 years in a customer services role in a Telecom/IT Services
· An analytical mindset to find any gaps in process or performance in the team Familiarity with ticket management systems and support workflows.
Application Question(s):
As a Business/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 technical issues, and escalating more complex problems to the Level 2 and 3 support team when necessary. You will utilize your customer service/technical knowledge of Telecom networking and sales/support cycle 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.
- Answering support and sales calls from customers via phone / chat / Email and Handle all communication in a polite and professional manner
- Troubleshooting and resolving Level 1 technical issues, escalating more complex cases as needed.
- Monitoring network health reports and alerts, identifying potential issues, and escalating them to the appropriate teams.
· Prepare reports for External (regulatory authority) and Internal performance requirements
- Assisting with other customer support tasks, contributing to the overall efficiency and effectiveness of the support team.
· Prior experience of minimum 2 years in a customer services role in a Telecom/IT Services
- Strong communication skills, with experience in customer support or technical assistance.
· An analytical mindset to find any gaps in process or performance in the team 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/Business support with experience in telecom or IT services preferred.
Application Question(s):
- Expected Salary
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