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Customer Support Specialist

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia Fakeeh Full time

The Service Desk is the primary point of contact for clients, providing swift and efficient support to resolve user-related issues.

Its objective is to deliver prompt assistance through process management and provide incident management, client communications, and fault resolution.

We utilize a methodology that offers building user support and customer service via telephone and company-supported computer applications and platforms. Additionally, we verbally troubleshoot problems and apprise users of the appropriate action to follow, with a time frame to manage expectations.

Duties and Responsibilities:
  • Respond to requests for assistance or reports, via telephone, electronically, or using radio.
  • Ensure polite, courteous, helpful, attentive, and respectful interactions with customers at all times during duty.
  • Provide clear answers to customer queries.
  • Research questions to acquire pertinent information.
  • Diagnose information received via appropriate questioning techniques and establish a resolution process.
  • Determine incident scope and impact quickly and accurately (identify and escalate situations requiring urgent attention).
  • Advise users on necessary actions.
  • Follow SOP for standard help desk operations.
  • Serve as the liaison between customers and the resolution unit.
  • Log all help desk interactions.
  • Redirect problems to the correct resource.
  • Track and route problems and requests and document resolutions.
  • The Service Desk is responsible for first response in answering, commenting, and replying to open incidents in the help desk.
  • Update daily status reports and shift-handover reports.
  • Stay current with system information, changes, and updates.
  • Maintain compassionate communication skills while providing support and care to customers.