Senior Customer Service Representative (Tech Support)

The Senior Customer Service Representative provides technical and service support to business customers using e& telecommunications and managed services. The role focuses on taking ownership of customer cases, understanding reported problems and coordinating with internal technical and operational teams until an appropriate resolution is delivered. Support may cover fixed and mobile services, internet connectivity, IPTV, leased lines, MPLS and other enterprise solutions. The representative communicates through channels such as telephone, email, chat and messaging, while keeping customers informed about progress and expected next steps. Strong case management, accurate records and consistent service-level follow-up are important to maintaining business customer confidence.

Key Responsibilities

• Receive and manage business customer requests relating to service faults, billing queries, orders, account matters and technical assistance.
• Identify the customer, confirm service ownership and capture accurate issue details in the CRM or ticketing system.
• Troubleshoot first-line issues across fixed, mobile, internet, IPTV, leased-line, MPLS and managed-service products.
• Own each case through resolution, provide timely updates and follow service-level agreements and escalation procedures.
• Coordinate with network, field, billing, order-management and operations teams to resolve complex or recurring issues.
• Escalate critical, aged or high-priority cases appropriately, including issues affecting key enterprise customers.
• Maintain complete case notes, customer communications and closure information to support reporting and service improvement.

Requirements and Qualifications

• Approximately two to four years of experience in telecommunications customer support, business care or a contact-centre environment.
• Experience supporting B2B or enterprise customers is important.
• Working knowledge of telecom services such as fixed, mobile, internet, IPTV, leased lines or managed connectivity.
• Familiarity with CRM platforms, ticket management, billing processes and service-level tracking.
• Fluent English communication is required; Arabic language ability is an advantage.

Skills and Employment Details

• Customer ownership, patience and clear communication.
• Basic technical troubleshooting and effective issue diagnosis.
• Prioritisation, escalation and coordination across multiple teams.
• Accurate record keeping and confidence using service-management systems.

Full-time customer support role in Ajman, UAE. The position is focused on business customers and technical-service case management.