Job Purpose

To act as the second tier of technical support for customers & provide the customers with proper Technical solutions in order to solve their problems related to Mobile Internet and Mobile Broadband services, ADSL/VDSL services and fixed line services in order to reach the highest points of Customers' satisfaction. Technical Support Senior Engineers act also as first line of escalation and inquiry SPOCs for front-liners (Customer Care advisors and Retail agents) regarding all technical issues that may face customers in Etisalat Fixed and Internet Services and products.

Report To Position Name

Conduct the outbound calls upon assignment of SR’s to solve/fulfil technical complaints/requests within the agreed service level for 3G services & ADSL internet services and fixed line services Handle the escalated technical issues from call center agents, social media advisors and retail agents to maintain customer satisfaction. Properly diagnoses the customers' issues to enhance and maintain the company's good image. Attend Users acceptance test (UAT) & the new product training to insure the effectiveness of the product Provide analytical reports for the services done during a previous period according to the Delegations Update the communication channels and call guides with any technical support information. Select the back up support agents to help in the team duties. Conduct a training session to the inbound team & the support agents to keep them updated with the technical support area. Test the new USB's and Wireless routers to ensure they meet the requirements to satisfy Etisalat customers and to maintain our ability to support them Escalate any technical outages to various concerned departments to take the necessary action. Test the defected USB's, Wireless router which were received from Etisalat stores. Enhance and facilitate the work flow through uploading new systems. Provide input to develop preventative or corrective communications Check the inbound team knowledge & information through a Skill Verification regular test. Supervise the outbound team based on floor duty schedule. Schedule the new potential candidates for interviews. Manage Projects required for operational enhancements. Handle compensation requests for all GSM Data, ADSL and fixed line technical issues Handle retention requests for all GSM Data, ADSL and fixed line technical issues Handling the stores inquiry and complains related to Internet and Fixed services and products. Customer Centricity Creates a positive internal customer experience during internal customer journeys and touch points. Continuously learn new trends in the market and propose new ideas, approaches and insights Test the new ADSL/VDSL and FTTH routers to ensure that the technical specification matches both customer needs and Etisalat needs. Receiving outage samples from front liner and diagnose case to find the problem and escalate to MISP technical front office team. Handle ADSL complaints received through social media and VIP cases. Monitor third line resolutions and service level while handling ADSL customer's complaints to ensure customer satisfaction. Monitor most repeated customers called front liners, diagnose and solve their problems also find the gaps (system, process, humans) for better enhancement and customer satisfaction. Proactive exercise to solve customer problems to decrease complaints on frontline and increase customer satisfaction. Handle and Escalate customer technical issues that are related to Telecom Egypt Jurisdiction Support the handling of xDSL customer complaints escalated through NTRA SPOC in Technical Support. Handle all complaints and service requests related to Internet services and submitted through social media and digital channels. Contribute in the migration of Etisalat operations into digital platforms by supporting and contributing in the digitization and robotics projects.