Detalhes do emprego
About the Role: Handle technical calls and inquiries, troubleshoot hardware and software issues, maintain a reliable IT infrastructure, and provide technical support to end-users to ensure smooth operations and high customer satisfaction.
Responsibilities:
Answer incoming technical calls, queries, and inquiries within the defined timeframe and as per the contact center guidelines, script, and tools.
Ensure to understand customer needs, provide sufficient information, and close tickets aiming to maintain positive customer service.
Troubleshoot hardware and software issues and provide guidance to navigate sites and understand products/services.
Escalate key technical issues as well as dissatisfied customers with all relevant details to the management for support and decision.
Liaise with other departments to answer technical issues and ensure to update clients with regards to their queries.
Complete the call logs in the CRM and Service Desk tracking system.
Maintain a reliable IT infrastructure to maximize performance and efficiency and improve customer satisfaction.
Maintain records of all conversations in the call center database in a comprehensible way.
Ensure to answer tickets following company policies and procedures.
Qualifications:
Bachelor's degree in Computer Science, Engineering, Information Systems, or related field; Master's degree is a plus.
Required Skills:
Excellent English. Arabic is an added advantage.
A minimum of 4-6 years of experience in a similar role.
Previous experience in a customer support role.
Demonstrated ability to be adaptable and flexible with the capacity to accept change.
Strong analytical and research skills.
Demonstrated problem-solving skills and willingness to participate in process improvement projects, attentive, diplomatic and team player.
Strong phone and verbal communication skills along with active listening.
Familiarity with CRM systems and practices.
Customer focus and adaptability to different personality types.
Ability to multi-task, set priorities and manage time effectively.
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Hiring company
Confidential
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