Job Description

Technical Support Specialist

  • Khartoum


Department/Section: Customer Care/Business Support
Job Title: Technical Support Specialist
Reports to: Business Support Team Leader
Job Purpose:
To be accountable for all technical operations related to customer care systems (IPCC, , Remedy, CX, Nova care, WFM, Auto Dialler and Ccare) and all customer care technical projects and initiatives
Key Tasks/Accountabilities:
  • Follow up on Customer Care projects implementation.
  • Evaluate vendors offers related to CC systems from technical point of view.
  • Work together with vendors on implement new systems and all necessary enhancements.
  • Hands on experience in software development with the ability to modify and update existing codes.
  • To handle all Auto Dialler campaign, scripts, report and performance.
  • To be responsible for CTI creation and solve all technical issues within the agreed SLA.
  • To gather all customer care business requirements and represent it to the technical teams and responsible from the Implementation of all Customer Care Support Systems.
  • Prepare daily, weekly, monthly and ad hock Technical reports and participate in management meetings and give feedback for Customer Care.
  • Participate in the implementation of all Business Support Strategic Technical initiatives and performance enhancement operations.
  • Prepare and analyze weekly and monthly Technical KPI’s reports for all customer care departments.
  • Participate in arranging and managing Customer Care systems budget with concern departments.
  • Insure the compliance of policies and procedures in the customer care with the Information Security guides.
  • Give full technical support, manage and monitor the performance of IPCC, Remedy, Target, Ccare and all Customer Care Systems and work on improvement.
  • Make all necessary changes needed in systems configuration.
  • To act as first line technical support to Customer Care Department.
  • Solve all work station and extensions problems related to Customer Care systems.
  • Any other related tasks requested by his direct manager or customer care management.

Typical Performance Measures:
  • Providing accurate reports on time
  • Performance of IVR, IPCC and Remedy and other Customer Care Systems.
  • Effectiveness of issue resolution/decision making/change control and risk management
  • Delivery of outcomes to agreed quality standards and deadlines
  • Adaptability of work plans/resources in response to change
  • Effectiveness of tools/techniques/processes deployed within the customer care to facilitate delivery
  • Realisation of business case benefits
  • Reports to Business Support Team Leader.
  • Targeted against customer service processes and reports.
  • Experience in Microsoft Office applications.

What Do You Need to Qualify


  • Bachelor Degree on IT or related studies.
  • Previous experience in Call Centre systems is preferred.
  • SQL and software development experience is mandatory.
  • Minimum of 4 years’ experience in related filed.
  • Mobile Telecommunications background.
  • Relevant Professional project management knowledge & ITIL foundation.
  • Ability to communicate in Arabic and English is mandatory
  • Vendor management skills
  • Broad understanding on telecommunication and project management systems.
  • Good understanding in network cabling.
  • Good management skills.
  • Very good technical knowledge in computer software, hardware, NW & PABXs.
  • Good knowledge in Microsoft Office.
  • Ability to understand business processes and business functional requirements
  • Leadership/management skills within a matrix management environment
  • Conflict handling and resolution skills
  • Change management
  • Highly developed communication and reporting skills (verbal and written)
  • Ability to communicate effectively in Arabic and English.
Key Behaviours for Success:
  • Problem Solving
  • Forward Planning
  • Concern for Standards/Efficiency
  • Being Collaborative and Cooperative
  • Tenacity, Resilience and Self-Management
  • Work under pressure

About Us

About Zain Sudan:
The country’s leading operator was established in 1997 and today serves More than 16 million customers as of 31 August 2020, reflecting a market share of more than 48%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population with 2G, 3G and LTE sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’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 predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan 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 Sudan please visit

Job Overview

  • Operations:

    Zain SD

  • Location:


  • Contract Type:

    Full Time Employee