Senior Help Desk Executive - B2C Tech Support Leader

Ooredoo Group; Kuwait City; On-site; KWD 7,800 - 15,000; Full time

Job summary

Ooredoo Kuwait is seeking a Senior Executive, Help Desk to deliver high‑quality support for B2C customers. You will handle technical inquiries, resolve issues, and coordinate with technology teams to escalate and fix problems.

The role requires 2–3 years of experience, strong English/Arabic communication, and experience with DSL/GPON troubleshooting. Domain knowledge of Wi‑Fi and customer service processes is essential.

Qualifications

• Diploma or Bachelor's degree in computer science, engineering or a related field.
• Fresh graduate or have relevant experience.
• Strong network and Wi‑Fi troubleshooting skills.
• Ability to handle customer queries with professionalism.

Responsibilities

• Handle and resolve customer complaints and technical problems across company products and services.
• Receive calls from hotline and from retail stores and dealers.
• Liaise between Technology and the customer for escalated issues.
• Provide first level support and guidance for B2C customers.
• Prepare daily/required reports including activity and investigations.
• Follow up on escalated tickets with other departments and ensure closure.

Skills

Network fundamentals

Wi-Fi configuration

Bilingual English/Arabic

DSL/GPON troubleshooting

Customer service/Call center

Education

Diploma or Bachelor in CS/engineering

Fresh graduate or relevant experience

Job description

Ooredoo Kuwait is seeking a Senior Executive, Help Desk to deliver high‑quality support for B2C customers. You will handle technical inquiries, resolve issues, and coordinate with technology teams to escalate and fix problems.

The role requires 2–3 years of experience, strong English/Arabic communication, and experience with DSL/GPON troubleshooting. Domain knowledge of Wi‑Fi and customer service processes is essential.