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Customer Support Officer /Helpdesk Operator


Posted on April 24, 2019

3 - 4 years Bahrain - Bahrain

Diploma. Any Nationality

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Opening 01

Job Description

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A customer focused approach to work is essential to provide the necessary response and quality of service and meet service targets. To ensure an efficient and effective service, flexibility and a willingness to carry out a range of different functions are essential to meet business needs.
This position entails for shift rota working which will require working 8 hour shifts rotating between days, evenings and nights at the NOC on Amway islands. Applicants must therefore have a current valid driving licence and their own, reliable transport.
Job Duties:
• As the customer s first point of contact, to resolve technical problems, to :
• Act as fault reception point
• Take on ownership of problems, faults and queries
• Manage problems and progress through to satisfactory resolution in line with defined performance targets and priorities
• Keep accurate, complete and up-to-date fault logs (on CRM)
• Task out faults/problems to relevant technical experts
• Perform internal notifications/escalations
• Keep customers informed on progress
• Perform jeopardy management to ensure that faults are being progressed
• Confirm satisfactory resolution of problem with customers
• Maintain communications with colleagues to correlate tickets and other information available to help fault localisation and diagnostics
• Answer queries and provide technical advice to the customers on the company s products and services
• Maintain contact points, reference numbers and relevant details to ensure records are accurate, relevant, up-to-date and
• Schedule installation work and appointments with customers
• Organise and provide stock to field engineers to support installations
• Identify and pass on sales and marketing opportunities to Customer Services
• Assist in 24/7 monitoring of the Company network elements and their performance
• Use of operational support systems (OSS) to process and extract performance data
• Co-ordination and arranging planned engineering works
• Communications to customers and suppliers on outages, faults, problems, etc
• Assist in the analysis of trouble tickets and the production of performance briefs, reports and up-to- date information on the status and performance of the network for management and customers
• Assist in the fault reports and performance data to identify shortcomings in network, equipment and configurations; work with technical specialists to help identify problems, causes and solutions to resolve issues and improve performance, team performance, trends against targets
• Technical qualifications in telecommunications, computer science or related subjects; minimum Network +, desirable CCNA
• Relevant experience in an engineering, computing or equivalent IT support function
• Total commitment to customer service; act with self-reliance as customer champion
• Readily take on ownership of problems and issues
• Clear, logical thinking, patience and determination to seek out and understand root causes
• Identify and initiate appropriate corrective actions
• A professional and businesslike telephone manner
• Use initiative, act with self reliance, make decisions with minimum supervision
• Clear and accurate written and verbal communications
• Good listening and questioning skills firm but polite
• Producing technical and other reports and documentation
• Maintain accurate, up-to-date records and
• Team working within own and matrix working with other teams
• Ability to handle multi-tasking and progress a number of different issues simultaneously
• Exhibit positive thinking, enthusiasm and motivate self and others to deliver optimum performance
• Identify learning opportunities for self and others in NOC
• Readily share skills and knowledge with colleagues
• Commitment to quality and continuous improvement
• proficiency and competence in PC operation
• Use of Microsoft Office components
• Operating systems such as CRM
• Customer care
• Communications skills. A good working knowledge in written and spoken English is essential

IT - Software Services

Helpdesk / Customer Service / Telecalling


Customer Support Officer Helpdesk Operator

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