Job Description

ZAIN6415 - Ticketing Agent

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 31 March 2018, the operation served 8.4 million customers and had extended its network coverage to 92% of the population via a network of over 8,717 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit


The jobs in this level are responsible for answering non-routine customer calls concerning technical issues and performing first level troubleshooting. They are also responsible for ensuring that customers are kept aware of all updates related to their cases and escalating unsolved cases.



  • Implement the Technical Contact Center Support policies and procedures.                                   

  • Carry out assigned activities in specified area with direct supervision.             

    Technical Support:

  • Assist in handling technical complaints / unsatisfied clients / escalated cases received and follow-up on all cases until full resolutions maintaining customer satisfaction.                       

  • Answer regular customer calls concerning technical troubles to ensure fulfillment of requests in a timely and efficient manner.                             

  • Perform 1st level troubleshooting of customer problems using available knowledge management tools aiming to identify and solve the issues.                                     

  • Undertake a range of customer service technical queries within given timelines and guidelines and under close supervision to maintain customers’ satisfaction.                            

  • Escalate unsolved cases and make sure to keep customers aware of all updates regarding their requests mitigating future clashes.                                      

  • Maintain professional and courteous communication and quality of service with clients at all times. 


High School or Diploma or Equivalent Certifications.

Up to 2 years of relevant experience.


Behavioral Competencies          Level

Customer Orientation                   Basic

Teamwork and Cooperation         Basic


Technical Competencies           Level    

Computer Skills                           Basic

Office Administration                  Basic


Job Group



Riyadh - Saudi Arabia

Contract Type

Full Time

Closing Date


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