Responsibilities
Provide first level support for users in MEA region.
Respond to requests by phone and email.
Log all issues on ticketing system for tracking and analysis.
Route tickets to higher support levels and service teams if needed.
Follow up on all raised tickets and liaise between the users and the service teams till issues are satisfactorily resolved while maintaining SLA.
Maintain a high degree of customer service for all support queries.
Take ownership of user problems and be proactive when dealing with user issues.
Support users by providing any necessary training or advice.
Skills/ Attributes Required
Previous Customer Service or Help-desk (telephone support) experience is a plus.
Excellent communication, written, verbal and telephone skills.
Good analytical and problem solving skills.
Strong work ethic.
Flexible to work shifts and some after hours as required.
Fluent English and Arabic language skills.
Ability to deal with difficult callers.
Logical thinker.
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