 BT(British Telecom) Offshore Technical support agent at BT From Jan 2010 till now • Working at YALLA BT is divided into three mail rules which are as next • The first one is an offshore technical support agent at BT(British Telecom)o Job Responsibilities : Once I Pick up an alarm that the Site is down I start calling the customer, confirming power, asking the customer to reset the equipment (Router) and if problem is still found I create him ticket which is named A end then I start contacting the team where the problem is to get more updates until the Circuit is up back (the problem gets solved).• The second one which is I become the B end: And my turn here is to follow up the opened ticket with the PTT (local provider (vendor)) trying to get more updates and communicating the A end (ticket creator) with the latest updates I have received.o The third rule of my job is being technical support agent. • Job Responsibilities :• Handling technical calls Related to ADSL SDSL servicesTrouble shooting customers if problem found• Creating customer tickets if problem is still found, following up those tickets Until the problem is solved• Preparing Maintenance sheet, directing technicians to the place whereThe problem is found

Job Responsibilities :o Handling Customer inquirieso Handling Hard callso Making customers Trouble ticket if problem foundo Handling technical calls and also high value customers o Monitoring business KPI

Job Responsibilities• Handling international sales calls• First my job took me to verify the customer then to direct • Him to the one will finish the deal• Then we have been given sessions of how to finish• The deal ourselves from the beginning to the End