وصف الوظيفة
Role Overview
Engineer/Customer Operation Center at Etisalat E&, located in the United Arab Emirates. This is an Emiratized role. You will serve as a Support Engineer within the Customer Operations Center, providing remote technical assistance to customers.
Role Purpose
Diagnose and resolve customer technical issues efficiently through remote channels, ensuring seamless customer experience while meeting performance targets and contributing to a dynamic, supportive technical support environment.
Key Responsibilities
Customer Support & Issue Resolution
- Assist customers by identifying, analyzing, and resolving technical issues remotely via phone or virtual channels.
- Diagnose and resolve issues efficiently to ensure seamless customer experience.
- Continuously learn and develop technical skills to progress towards handling more complex issues.
Performance & Service Standards
- Meet performance targets for First Contact Resolution (FCR), remote resolution, and call answering.
- Deliver exceptional service with a customer-oriented mindset.
Escalation & Operations
- Follow standard procedures for escalating unresolved issues to internal teams.
- Participate in rotational 24/7 shift duties, including responding to emergency call-outs.
Qualifications & Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field (fresh graduates preferred).
- Prior experience in a technical support or operations environment is a plus.
Skills & Competencies
- Strong problem-solving and analytical skills.
- Excellent communication skills, both verbal and written, in English.
- Good command of English with professional telephone etiquette.
- Proficiency in Microsoft Office Suite, especially Excel.
- Strong knowledge of MS Office and ability to navigate within web-based system applications.
- Basic understanding of networking fundamentals (IP, VLAN, WLAN) is preferred.
- Basic knowledge of networking concepts and protocols is an asset.
- Ability to work under pressure and manage multiple tasks.
- Team player with good interpersonal skills.
- Customer-oriented mindset with a passion for delivering exceptional service.
- Willingness to learn and adapt to new technologies.
Additional Information
- Willingness to work in shifts as per a 24/7 rotation schedule.
- On-the-job training will be provided.
- Opportunity for career growth and skill development within the organization.
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