What are your responsibilities?
Respondto the technical incidents reported by the business customers through a system of ticketing;
Investigate, diagnose and assign the incidents to the right engineer;
Follow the incident life cycle logging the incident with proper priority and ensuring that the issue is resolved in timely manner;
Act as a point of contact for customer requests and coordinate internally within multiple departments ;
Intervenes if customer is unhappy with the troubleshooting process;
Participate in calls with the technical account managers to discuss the incidents and align on a strategy to improve customer experience and follow on actions in calls with customers;
Create weekly, monthly, quarterly reports with the incidents opened / resolved;
If needed, you might travel for client visits on site.
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Are you the right fit for the job?
You are fluent in Arabic & English;
You are familiar with MS Word, MS Excel, MS Outlook;
You are not experienced in the job field, but you want to develop your skills together with our professionals;
You are a team player with good communication skills;
You are self-motivated, with a positive attitude and approach;
You are able to solve urgent matters and work under pressure;
You are responsible in a work environment
What’s in it for you?
Gain access to an extensive curriculum of trainingincluding Arabic language courses and rejoice the guidance of your career counselor, mentors and people advisors;
Work from home 2 days / week;
Receive an attractive benefits package including : 2 additional vacation days, private medical services, private pension, life insurance, library subscription and other benefits at your choice through an online platform
Be part of a team that feels more like a family, with a flexible approach that allows working from home for some projects;
Opportunity to be involved in sports activities and volunteering initiatives.