Asiacell is expanding its ICT, IoT, and M2M services and wants to strengthen customer-focused technical support. The Technical Complaint Handling & Support team will act as the single point of technical ownership for all related service complaints—leading each case end-to-end from logging and validation to coordination with network/IT teams, SLA tracking, stakeholder updates, and confirmed closure to protect customer experience and service standards.

1.    Technical Complaint Handling & First-Line Support

·      Act as the first line of technical support by receiving, assessing, and managing customer complaints and technical issues, ensuring all related tickets are accurately logged and maintained in HPSM.

·      Validate, prioritize, and manage incidents and complaints in accordance with defined processes and escalation procedures.

2.    Service Requests & Change Management

·      Raise, manage, and track technical change requests and new service requests in coordination with the B2B Solutions team through the Asiacell self-service portal.

·      Ensure proper initiation, documentation, and follow-up of service requests to support timely delivery and service continuity.

3.    Technical Analysis & Cross-Team Coordination

·      Review system logs, alerts, and service parameters to support technical analysis and troubleshooting.

·      Coordinate closely with technical, Cybersecurity, SOC-C, SOC-B2B, and other teams to identify root causes and drive effective resolution.

·      Proactively initiate and lead joint troubleshooting calls with customers and relevant internal teams to accelerate issue identification and closure.

4.    Ticket Management & SLA Compliance

·      Ensure all tickets are complete, accurate, and properly documented prior to escalation.

·      Continuously track open tickets, proactively manage risks, and ensure compliance with agreed SLAs.

·      Follow defined escalation matrices while preventing unnecessary escalations through timely action and communication.

5.    Stakeholder Communication & Advisory

·      Provide clear technical clarification, status updates, and resolution details to customers, Account Managers, B2B backend teams, and senior stakeholders as required.

·      Deliver regular, timely customer updates throughout the incident lifecycle to maintain transparency and confidence.

6.    Problem Management & Continuous Improvement

·      Identify recurring patterns such as high-usage SIMs, device misconfigurations, or abnormal network behavior.

·      Proactively highlight trends and improvement opportunities to the Product Manager to support preventive and corrective actions.

·      Contribute to service quality improvements and long-term reduction of recurring complaints.

7.    Customer Confirmation & Case Closure

·      Follow up with customers to confirm successful resolution before closing cases.

·      Ensure customer acceptance and satisfaction are achieved prior to final ticket closure.

• Bachelor’s degree in Telecommunications Engineering, Computer Engineering, Information Technology, Computer Science, or a related technical field.
• Excellent Communication, Collaboration, And Interpersonal Skills.
• 2-3 Years of experience in Technical related job
• Ability to Prioritize Effectively and solve technical issues and Work with cross functional teams
• Practical exposure to network, ICT, IoT, or M2M services, with the ability to perform first-level troubleshooting and technical analysis.
• English, Arabic & Kurdish

Behavioral Competencies:

• Delivering Results & Fostering Ownership
• Building Customer Value
• Networking & Influencing Collaboratively
• Leading Teams
• Driving Change

Technical Competencies:

• Troubleshooting & Technical Problem Solving
• B2B Analytics
• Complaint Management & Resolution
• Customer Communication
• Customer Management Platforms
• Problem Solving