Job Position – Technical Support Supervisor

Company Name – Etisalat

Job Description

Maintaining First Line SLA.
Plan and Amend Staff Scheduling
Maintain Competitive Customer Experience Position in the Market:DSL Technical Support Senior Supervisors are the main accountable Etisalat staff members for maintaining Etisalat competitive edge in the market among competitors in terms of Internet services customer experience and technical support, which is measured via different reports like TRIM, NPS, NTRA reports, etc.

Digitization and Automation: DSL TS senior supervisor leads the area’s contribution to transform operations into automation and digitization by planning the areas that are more likely to employ automation technologies and contribute in the implementation of these technologies into operation to integrate various digital platforms and robotic software into TS operations. TS Senior Supers craft the various services and requests that could be handled through IVR, My Etisalat App, Web Dashboards and Chat Bots. Also all operational tasks and service requests that could be assisted or handled by Robotics servers and applications.

Selecting Position Candidates: DSL TS senior supervisor is responsible for filtering, testing and interviewing all internal and external candidates for vacant technical support positions either in staff or outsourcing employees hired for Etisalat TS CC by our vendors. Coaching and Training Staff
Hence the senior supervisor routinely conducts training, awareness campaigns and coaching sessions for technical support staff members to keep their knowledge up to speed with the changing needed know-how.

Maintain Staff Engagement
Global and Chronic Issues Escalation.
Investigations, Incident Reports and Corrective Actions.
Routine Audit and Quality Assurance.
Monitor and Assess Product KPI’s

Qualifications

Excellent Knowledge of Telecom technologies, data network operation, data services and both mobile and fixed broadband technologies
Excellent Knowledge of all fixed, Internet and broadband products and services Etisalat provides for its customers.

Bachelor degree in any discipline

Minimum 3 Years of experience in Customer care, technical Support/Data Network Operation/Internet Service Delivery

One or more accredited certificate in data network or computer system operation/technologies (CCNP, CCNA, MCSA, CCNT, etc.)
One or more year experience in relevant position is preferable (Technical Support in Telecom field, Engineering field, IT, DSL or Data Network fields)
Strong communication skills – includes presentation, business writing, negotiation, motivation and relationship management, Planning and organizational skills.

Email : Mariam.Mostafa@etisalat.com

Mention technical support supervisor

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