Customer Support Executive (Arabic Speaker)

Troubleshooting and Technology Support

• Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner
• Routing the issue to correct team by understanding the issue properly
• Should act as a first point of contact for customers for all issues related to emaratech service support.
• Gathers and Records accurate service support incident information
• Listens and understands customers’ concerns; provides required guidance and information using the available resources
• Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
• Performs primary investigation in all issues received
• Follows up on escalated and re – assigned service support requests and tickets
• Identify the solutions and contributes to the knowledge base and utilizes it as required
• Provides service health feedback based on received requests and tickets

• Minimum Diploma graduate or equivalent required
• Knowledge of ITIL Foundation
• Minimum 2 years of customer service in IT experience required
• Experience in working on Service Management Systems
• Fluent in Arabic