IT Contact Center Engineer (Digital Cluster)

AD Ports Group


Date: 3 hours ago
City: Abu Dhabi
Contract type: Full time
Job Description

Handle technical calls and inquiries, troubleshoot hardware and software issues, maintain a reliable IT infrastructure and provide technical support to end-users to ensure smooth operations and high customer satisfaction.

Responsibilities

Core Responsibilities:

  • Answer incoming technical calls, queries and inquiries within the defined timeframe and as per the contact center guidelines, script and tools.
  • Ensure to understand customer needs, provide sufficient information, and close tickets aiming to maintain positive customer service.
  • Troubleshoot hardware and software issues and provide guidance to navigate sites and understand products/services.
  • Escalate key technical issues as well as dissatisfied customers with all relevant details to the management for support and decision.
  • Liaise with other departments to answer technical issues and ensure to update clients with regards to their queries.
  • Complete the call logs in the CRM and Service Disk tracking system.
  • Maintain a reliable IT infrastructure to maximize performance and efficiency and improve customer satisfaction.
  • Maintain records of all conversations in call centre database in a comprehensible way.
  • Ensure to answer tickets following company policies and procedure.

People Management Responsibilities:

  • N/A

Strategic Responsibilities:

  • N/A

Qualifications

  • Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field; Master's degree is a plus.
  • Excellent English. Arabic is an added advantage
  • A minimum of 4-6 years of experience in a similar role
  • Previous experience in a customer support role.
  • Demonstrated ability to be adaptable and flexible with the capacity to accept change.
  • Strong analytical and research skills.
  • Demonstrated problem-solving skills and willingness to participate in process improvement projects, attentive, diplomatic and team player.
  • Strong phone and verbal communication skills along with active listening.
  • Familiarity with CRM systems and practices.
  • Customer focus and adaptability to different personality types.
  • Ability to multi-task, set priorities and manage time effectively.

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