Job application

Technical Support Manager

Technical Department

Role Summary:

To manage the Technical Support Unit and improve the quality of service of all Residential services.

Tasks and Responsibilities:

  • - Distribute the tasks and responsibilities within the Call Center and set appropriate procedures.
  • - Monitor daily operations making sure all is being done on time and according to standard procedures.
  • - Resolve agents’ inquiries and escalated customers’ cases.
  • - Conduct performance reviews, team meetings and coaching sessions.
  • - Conduct frequent tests and perform quality control on all residential services.
  • - Manage the workshop unit.
  • - Perform recruitment and resource management.
  • - Execute analytical studies and assist in the development of new Internet services.
  • - Submit weekly/monthly statistics and Call Center KPIs to Management.

Education and Experience:

  • - Bachelor degree in Computer & Communication Engineering.
  • - Min. 4 years experience in a similar position, preferably in an Internet or Telecom environment.
  • - Strong managerial and leadership skills.
  • - Excellent Oral and written communication skills.
  • - Preferably trilingual: Arabic, English and French.

Type of contract:

Full Time


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