Call Center Technical Agent – ISP

Job Summary

A call center technical agent role supporting Zain’s ISP customers through multiple communication channels. The position involves handling customer inquiries, providing technical assistance for broadband and fiber services, and resolving technical issues while maintaining service quality standards.

Responsibilities

• Handle inbound and outbound customer communications via phone, text, social media and other channels in a professional manner while adhering to quality standards and service levels
• Provide technical assistance to customers subscribed to Enterprise, Broadband, ETTH, FTTH and Hosting services
• Answer customer inquiries and resolve problems through clear guidance and appropriate solutions
• Manage technical issues related to home and enterprise solutions
• Transfer customer correspondences to relevant departments to resolve and follow up on inquiries and complaints
• Maintain and promote a positive corporate image during customer interactions
• Identify trends in customer feedback, complaints and system issues, and alert responsible parties
• Understand and respond to customer concerns while adhering to company policies and procedures

Requirements

• Bachelor’s degree in Telecommunication Engineering, Information Technology or related field
• 2 years of relevant experience preferred

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