Help Desk Coordinator/Call Center with Fluent in English
Full job description
JOB DESCRIPTION:
- Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk for the clients to meet and/or exceed established Service Level Agreements (SLA’s)
- Manage Help Desk responsibility and resource allocation Depending on the priority
- Answer help desk lines and troubleshoot remotely
- Resolve helpdesk service calls using documented procedures.
- Support Technical staff members on support work.
- Handle Help Desk ticketing system through Track IT.
- Attend support calls, walk-up customers and emails for first level technical support.
- Solve routine issues and escalate complex issues based on priority.
- Input problems and resolutions into standardized company support center application.
- Help to develop and maintain documentation for procedures and troubleshooting
- Develop, execute and follow company operational policies, standards and work instructions for customer support.
- Provide help desk monthly reporting in collaboration with the Service Manager and to clients whenever required
- Ensure customer satisfaction through continuous status information.
- Develop and manage internal and external support documentation.
- Available to receive support calls 24l7 or whenever required.
- Coordinate with internal Departments to ensure the calls completion without escalation, providing supporting documents in a timely manner.
- To manage Documents on daily basis and provide the necessary documents to other departments, Management, client as per the company needs and policy.
10 responsibilities and tasks for customer service employees
Answering questions about the company’s products and services…
Process orders and transactions…
Solve problems and address technical problems…
Delivering information about the company’s offers…
Providing proactive communication to the customer…
Customer complaints management…
Collect and analyze customer opinions…
Respond to customer reviews
Qualifications:
- BACHELOR OF COMPUTER / IT
- ARABIC CANDIDATE
- CUSTOMER SERVICE
- EXPERIENCE WITH IT TICKETING SYSTEMS IS PREFERED
- 2 YEARS EXPERIENCE IS REQUIRED
