43 Customer Solutions jobs in Kuwait
Senior Engineer, Customer Management Solutions
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Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
**The Purpose:
**Key Accountabilties & Responsiblities:
- Work closely with business teams to understand their requirements and roadmaps, and translate them to Technical requirements.
- Work hand in hand with other Applications and infrastructure planners to streamline and align integration requirements across end to end flows.
- Understand the different provisioning flows and customer sales and service concepts.
- Understand the sales flows from Lead, Opportunity, Quote, to Sales Order.
- Explore and understand the new trends in the Telco retail and CRM systems.
- Technically understand & enhance the concepts of eligibility rules & Know Your Customer (KYC).
- Maintain the Product Catalogue of all the different services offered by Ooredoo.
- Govern the design of Customers offers bundling and promotions, and continuously enhance the framework in order to reach maximum optimisation and fastest time to market.
- Understand and enhance the flows of the integration points with other systems to get relevant needed data to serve the customers.
- Maintain the Loyalty engine design and configuration and spot opportunities for optimization, through enrolment, earning, and redemption.
- Plan and Manage flow designs of Number Management System.
- Manage and optimize the cash management functionalities in POS and the payment details submission for other systems for processing.
- Govern the design of Knowledge Management Taxonomy and enforce its alignment upon having new published articles.
- Work Hand in Hand with Enterprise architecture team to implement the agreed reference architecture.
- Maintain clean and clear reference documentation for all features and web services used in the customer Management Solutions domain.
- Perform discussions with the internal and external stakeholders to achieve high levels of quality and maximal functionality in the technical implementation of solutions
- Align and approve designs for Change Requests (CRs) on the domain area systems handled by other Technical Teams.
- Manage day to day issuing of work orders to operations team for any system change
- Conduct feasibility studies.
- Support new projects RFP releases, technical evaluations and reviews
- Technical document creation (Projects Specifications document, engagement documents, RFP’s and RFQ’s, Evaluation sheets, etc.) as per the Company processes & procedures
- Verify SI/ vendors scope of work and technical designs in projects.
- Align with company’s procedures and policies during projects implementations, related to Enterprise architecture, Security, Infrastructure, and any other required internal entity.
- Lead & Conduct systems integration testing, and support UAT.
- Ensure any project completion and closure by obtaining sign off from all main stakeholders (i.e. Operations & Business teams), and proper handover to relative teams.
- Evaluate and plan software, sizing capacity, and licenses against the current load and forecasted needed expansions in the area responsible for.
- Plan for needed upgrades for Applications, Databases &Operating systems in the area responsible for.
- Provide support on special projects as and when assigned by senior management.
- Ensure that upper management is informed on all critical issues pertaining to the area responsible for and makes recommendation for improvementsAligning implementations with Ooredoo group enterprise architecture strategy & Roadmap.
- Assess new ICT Solutions market trends and identify the benefits to Ooredoo and impact of this new technology on current echo system.
- Prepare the needed business cases, business benefit & ROI documents with every new investment.
- Work closely with Ooredoo group to share best practices and ensure efficient synergy. Work with stakeholders, both management level and SME level across the organization and within ICT division to contribute in building the holistic view of the organization's strategy, processes, and link this to the ICT department strategy.
Contribute to the motivation of junior staff, providing day to day assistance where necessary.
- Proactive
Implementation & Technical Support
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Technical Support Officer
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Specialist Technical Support
Posted today
Job Viewed
Job Description
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
**The Role:
**Provide efficient, quality service and assistance to Business Account subscribers.**
**Key Accountabilities and Activities:
- Single point of contact for channels to resolve issues related to product and services.
- Guide Business Customers through technical difficulties related to data services, complex device settings maintaining a helpful and customer-friendly approach to ensure high standard of service delivery
- Responsible to do service audits to ensure accuracy of provisioning, subscription charging and penalty charges and liaise with channels to correct issues and improve quality of order fulfilment
- Resolve all escalated customer issues / exceptional cases / complex issues in co-ordination with other departments, as necessary, in a timely manner to increase sales and improve customer experience
- Responsible to close all trouble tickets as per SLA
- Provide training for all channels’ staff on process and systems.
- Responsible to manage calculation and securing approvals for waivers related to all channels
- Responsible for managing My net customer refund issues like return of devices, and co-ordinate with technology/product for reducing the refunds by improving sales quality.
- Develop and maintain promotion related documentation including appendices in consultation with marketing
- Provide activation support using parallel activation systems to ensure business continuityResponsible for end to end management of Message Manager including system configuration, billing for services and post-sales support
- Subject matter expert and responsible for raising, collating and prioritizing all business related change requests
- Responsible for business testing of products, promotions and changes in RAS
- Responsible for development of training materials and provide training for all channel staff on products, promotions and changes in RAS
- Responsible for configuration of new channels, staff, roles &responsibilities, store locations in RAS, NMS and related systems in co-ordination with other departments
- Responsible to close the RAS related TTs raised as per SLAContribute to the motivation of junior staff, providing day to day assistance where necessary.
- The senior will execute many of the same activities as the junior and mid-level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The senior will also typically be expected to deliver highly optimal results as a product of broader and deeper experience. Perform daily audit on customer activations including promotions and its reconciliations and service activation audits in Siebel. This is apart from daily promo disconnection and reconciliations in Siebel.
- Regularly audit after sales activities like deactivation without collection of necessary penalties, wrong deactivation, wrong assigning of the promotional packages etc. for all sales channels from back end with necessary approvals.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by supervisor or other superiors.
**Qualifications:
**Bachelor Degree in business or science + Diploma in IT or a related discipline from a recognised tertiary institution**
**Other Information:
- Good general knowledge of telecommunications products and services.
- Good command of using operational systems like BSCS, Info cell, Oracle and SQL.
- Strong customer service experience.
- Good communication, planning and organisational skills.
- Strong interpersonal skills.
- Fluency in written and verbal English essential and fluency in Arabic an advantage.
- MS Office
**Note: you will be required to attach the following**:
Specialist Technical Support
Posted today
Job Viewed
Job Description
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Role
**Provide efficient, quality service and assistance to Business Account subscribers. **Key Accountabilities and Activities
- Single point of contact for channels to resolve issues related to product and services.
- Guide Business Customers through technical difficulties related to data services, complex device settings maintaining a helpful and customer-friendly approach to ensure high standard of service delivery
- Responsible to do service audits to ensure accuracy of provisioning, subscription charging and penalty charges and liaise with channels to correct issues and improve quality of order fulfilment
- Resolve all escalated customer issues / exceptional cases / complex issues in co-ordination with other departments, as necessary, in a timely manner to increase sales and improve customer experience
- Responsible to close all trouble tickets as per SLA
- Provide training for all channels’ staff on process and systems.
- Responsible to manage calculation and securing approvals for waivers related to all channels
- Responsible for managing My net customer refund issues like return of devices, and co-ordinate with technology/product for reducing the refunds by improving sales quality.
- Develop and maintain promotion related documentation including appendices in consultation with marketing
- Provide activation support using parallel activation systems to ensure business continuityResponsible for end to end management of Message Manager including system configuration, billing for services and post-sales support
- Subject matter expert and responsible for raising, collating and prioritizing all business related change requests
- Responsible for business testing of products, promotions and changes in RAS
- Responsible for development of training materials and provide training for all channel staff on products, promotions and changes in RAS
- Responsible for configuration of new channels, staff, roles &responsibilities, store locations in RAS, NMS and related systems in co-ordination with other departments
- Responsible to close the RAS related TTs raised as per SLAContribute to the motivation of junior staff, providing day to day assistance where necessary.
- The senior will execute many of the same activities as the junior and mid-level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The senior will also typically be expected to deliver highly optimal results as a product of broader and deeper experience. Perform daily audit on customer activations including promotions and its reconciliations and service activation audits in Siebel. This is apart from daily promo disconnection and reconciliations in Siebel.
- Regularly audit after sales activities like deactivation without collection of necessary penalties, wrong deactivation, wrong assigning of the promotional packages etc. for all sales channels from back end with necessary approvals.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by supervisor or other superiors.
**Qualifications**:
**Bachelor Degree in business or science + Diploma in IT or a related discipline from a recognised tertiary institution
Technical Support Position Required In Ardhiya - Guru Kuwait
Posted 4 days ago
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Featured
- 1 year ago
Technical Support Position Required In Ardhiya. We are looking for a Technical Support professional to join a well-known firm with the following qualifications and experience:
Bachelor’s degree in information technology or computer science.
Proven professional experience in IT ranging from 3 to 5 years.
Experience with operating systems, switch and access point configuration, local and remote network management, and surveillance.
Knowledge of Microsoft Dynamics ERP (D365).
MCSE and CCNA certifications are preferred.
It is preferable to have a Kuwait driving license.
If you meet the requirements, please submit your CV to (emailprotected) .
IT Technical Support Position Available In Shuwaikh - Guru Kuwait
Posted 4 days ago
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Job Description
Featured
- 2 years ago
IT Technical Support Position Available in Shuwaikh. We are looking for a suitable applicant to work as IT Technical Support for our reputable organization. The following are key qualifications and responsibilities:
Basic understanding of LAN and WAN.
Network and server infrastructure monitoring and maintenance.
Knowledge of Windows Servers and the FortiGate Firewall.
Operating system, software, and printer installation and configuration.
Odoo ERP System knowledge.
1-2 years of IT support experience is required.
A bachelor’s degree is required.
Transferable Residency is defined under Article 18.
Wage: 300 KWD
If you meet these qualifications and are interested, please send your resume to (emailprotected) .
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IT Technical Support Position Available In Shuwaikh - Guru Kuwait
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IT Technical Support Associate Needed In Kuwait City - Guru Kuwait
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Featured
- 1 year ago
IT Technical Support Associate Needed in Kuwait City. We are now looking for an IT Technical Support Associate for a well-established organization in Kuwait City, Sharq. Both new and experienced individuals are encouraged to apply, but a Kuwaiti driver’s license is required. If interested, please submit your CV to the WhatsApp number. Thank you.
Estimated salary: 100-400 Kwd(No link with this ads).
#J-18808-LjbffrIT Technical Support Associate Needed In Kuwait City - Guru Kuwait
Posted 4 days ago
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Featured 1 year ago IT Technical Support Associate Needed in Kuwait City. We are now looking for an IT Technical Support Associate for a well-established organization in Kuwait City, Sharq. Both new and experienced individuals are encouraged to apply, but a Kuwaiti driver’s license is required. If interested, please submit your CV to the WhatsApp number. Thank you. Estimated salary: 100-400 Kwd(No link with this ads).
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