Technical Help Desk Associate

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Salehiya Healthcare Full time
Our Vision

Salehiya Healthcare aims to provide exceptional healthcare services and solutions to our customers. We strive to maintain strong customer relationships and improve our IT services to ensure customer satisfaction.

Job Description

This Technical Help Desk Associate will be responsible for maintaining effective communication with customers through prompt and efficient issue resolution.

  • Evaluate and enhance service delivery systems and procedures to ensure high-quality customer satisfaction.

Key Responsibilities:

  1. Dispatch issues or inquiries to the concerned department or person.
  2. Communicate updates or new information to agents.
  3. Provide product or service information by answering questions from agents and offering assistance.
  4. Provide feedback on quality reviews to call center employees and management.
  5. Ensure incidents and inquiries are closed in CRM after closure in SAP ERP.
  6. Follow up with customers to measure customer satisfaction.
  7. Anticipate escalations and take over calls when needed.
  8. Keep management informed about issues and problems.
  9. Improve quality results by identifying and monitoring trends and quality risks.
  10. Advise ways to optimize procedures and keep agents motivated and up-to-date.
  11. Perform other duties as assigned.

Requirements:

  • Bachelor's degree or diploma in computer science, engineering, business, or related field.
  • Minimum 1-2 years of experience in customer service.


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