B2B Support Professional

1 day ago

Manama, Manama, Bahrain beBeeTechnical Full time 25,000 - 35,000
Key Technical Support Role

The B2B Technical Support Specialist plays a crucial role in ensuring customer satisfaction and maintaining strong relationships by actively managing all aspects related to post-sales support for B2B services and products.

Job Responsibilities
  • Serve as the central point of communication for enterprise customers and internal stakeholders, addressing post-sales support inquiries promptly and professionally.
  • Foster and maintain strong relationships with enterprise customers, ensuring their satisfaction with the offered B2B services and products.
  • Handle all post-sales activities specific to B2B services, including troubleshooting, problem resolution, incident reporting, issue tracking, fault restoration, and handling customer complaints.
  • Provide comprehensive support for the entire B2B product portfolio, including Dedicated Internet Access, Local and Global MPLS, Ethernet to the Business, Fixed Voice, Security Products, SD-WAN, and Wi-Fi Solutions.
  • Implement 24/7/365 monitoring of systems to proactively identify potential issues and ensure network health for enterprise customers.
  • Take the lead in restoring faults whenever possible, minimizing downtime for enterprise customers.
  • Effectively communicate work activities, updates, and resolutions to all relevant stakeholders.
  • Implement and uphold quality standards for all B2B services and products, ensuring compliance with service level agreements (SLAs) and enterprise customer expectations.
  • Conduct regular assessments and audits to ensure compliance with SLAs and quality standards specific to B2B services.
  • Develop new processes and coordinate interdepartmentally to fill any gaps in B2B service delivery.
  • Conduct awareness workshops for change processes and compliance tailored for B2B customers.
  • Maintain a history log for all events and activities related to enterprise customers.
Requirements
  • Strong knowledge of telecommunications products and services, with expertise in troubleshooting and problem resolution.
  • Excellent communication and interpersonal skills.
  • Bachelor's degree in a relevant field, such as Telecommunications or Information Technology.
  • Minimum 3-5 years of proven experience in a B2B customer support or technical support role, preferably within the telecommunications industry.

As a key member of our team, you will have the opportunity to develop your skills and knowledge in a fast-paced environment. You will work closely with cross-functional teams to deliver high-quality solutions to our enterprise customers.

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