Qualifications
Essential Qualifications:
- In-depth knowledge of telecom technologies, data network operations, data services, and both mobile and fixed broadband technologies.
- Comprehensive understanding of Etisalat’s brand, core values, competencies, organizational structure, and departmental functions.
- Extensive knowledge of Etisalat’s fixed, internet, and broadband products and services for customers.
- Strong understanding of customer experience metrics and operational management principles.
- Fluency in both spoken and written English and Arabic is essential.
Desirable Qualifications:
- Advanced technical knowledge of data network technologies and operations, as well as fixed and mobile broadband technologies.
- Strong analytical skills to lead the troubleshooting of complex technical issues and provide operational insights.
- Excellent negotiation, presentation, and communication skills, both written and oral.
- Proven leadership capabilities and strong management skills.
- Proficiency in Microsoft Office Suite (Excel, Access, PowerPoint, Word, Outlook, etc.).
- Strong coaching skills to mentor technical support staff.
- Ability to coordinate and negotiate complex initiatives and collaborate with different departments and stakeholders within Etisalat.
Experience
Essential Experience:
- Minimum of 3 years of experience in customer care, technical support, data network operations, or internet service delivery.
- Supervisory experience in call centers with substantial telecom knowledge.
Desirable Experience:
- Telecom industry background.
- Experience with GSM technologies.
- Technical experience, preferably with an IT background.
Certifications
Essential Certifications:
- One or more accredited certifications in data network or computer systems operation/technologies (e.g., CCNA, JCNE, MCSA, TIA CCNT, etc.).
Desirable Certifications:
- CCNP, CCIP, CCIE, MCSE, Lean Six Sigma, PMP.